Software Support Specialist

Suvoda; Portland (OR); On-site; USD 60,000 - 90,000; Full time

Job summary

Suvoda is seeking a Software Support Specialist to join a remote-capable team in Oregon. You will support clinical trial sites, study teams, and patients by resolving real-time system issues via phone and email across multiple countries.

The role emphasizes accuracy, regulatory compliance, and efficient issue resolution. Responsibilities include documenting communications, investigating issues, updating sensitive production data, and escalating complex problems as needed.

Qualifications

• Bachelor’s Degree preferred.
• Computer-operating skills.
• Friendly, service-oriented attitude.
• Written and verbal communication skills.
• Attention to detail.
• Ability to identify and solve problems in an efficient and effective manner.
• Ability to work independently with little to no supervision.
• Prior technical support experience preferred, especially in IRT or related field.
• Multilingual skills preferred.

Responsibilities

• Provide support to system users in multiple countries via telephone and email.
• Document all communication with system users.
• Troubleshoot and resolve user-reported issues and communicate resolutions.
• Update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance.
• Investigate, diagnose, and escalate system issues to relevant teams as needed.
• Collaborate with cross-functional teams to identify and provide solutions for users.
• Work under pressure in a fast-paced environment with short resolution times.
• Manage multiple requests with competing priorities and reprioritize as needed.
• Adapt product expertise to solve user issues stemming from complex IRT requirements.
• Drive best practices in Customer Care and implement process improvements.
• Assist with development of new tools and processes.

Skills

Customer support

Multilingual skills

Communication

Problem solving

Independence

Education

Bachelor’s Degree preferred

Job description

This is a remote-capable role within the state of Oregon, with a set schedule of 12:00pm-8:00pm PST / 3:00pm-11:00pm EST. At Suvoda, our Software Support Specialists support clinical trial sites, study teams, and patients by resolving real-time system issues across multiple countries via phone and email. This role involves working directly with sensitive production and patient data, so accuracy and regulatory compliance are critical. You'll troubleshoot, document, and elevate issues as needed, often managing multiple requests with competing priorities.

Responsibilities

• Provide support to system users in multiple countries via the telephone and email
• Clearly document all communication with system users
• Troubleshoot and resolve user-reported issues and communicate resolution back to system user
• Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance
• Investigate, diagnose, and escape system issues to r elevant teams when necessary for resolution
• Collaborate with cross-functional teams in identifying and providing solutions for system users
• Work well under pressure in a fast-paced dynamic environment with short resolution times
• Manage multiple requests with competing priorities and reprioritize as needed
• Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements
• Conceptualize and drive best practices in Customer Care
• Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care
• Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc +
• Identify and resolve issues related to data integrations, including data inconsistencies and system errors
• Perform other related duties as required

Requirements

• Bachelor’s Degree preferred
• Computer-operating skills
• Friendly, service-oriented attitude
• Written and verbal communication skills
• Attention to detail
• Ability to identify and solve problems in an efficient and effective manner
• Ability to work independently with little to no supervision
• Ability to take initiative to use resources to investigate issues and present solutions
• Prior technical support experience preferred, especially in IRT or related field
• Multilingual skills preferred

As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you are based in California, we encourage you to read this important information for California residents linked here.