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Customer Support Specialist - Pay & Text



Customer Service
United States · Remote
Posted on Tuesday, July 2, 2024

“Be part of a company that is influential and the standard for a rapidly evolving industry!”


RealTime Software Solutions (RTSS) is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives.

Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.


The Customer Support Specialist will serve as the frontline representative of our company, providing exceptional service to our valued customers. Your responsibilities include addressing inquiries, resolving issues, and ensuring overall customer satisfaction while delivering a white-glove experience. Utilize your excellent communication skills to engage with customers through various channels, such as phone and email. Collaborate effectively with cross-functional teams to troubleshoot and escalate complex issues as needed. Uphold our commitment to outstanding support, contributing to a positive customer experience. Stay well-informed about our products and services to ensure accurate information and effective solutions.


  • Responsible for receiving, prioritizing, and managing incoming communications according to SLA requirements during your shift.
  • Consistently demonstrating a positive, empathetic, and professional demeanor when interacting with customers.
  • Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
  • Communicate clearly and effectively, both verbally and in writing, to convey information and instructions to customers and internal teams.
  • Identify and document issues for Jira tickets and escalations, providing effective troubleshooting solutions.
  • Keep thorough records of customer interactions and issue resolutions using Salesforce.
  • Collect and document customer feedback to pinpoint trends and areas needing improvement.
  • Guide customers on product features, usage, and best practices to enhance their overall experience. Identify common issues, escalate them to management, and suggest improvements as appropriate
  • Display flexibility and adaptability in responding to changing customer needs and priorities.
  • Achieve or surpass performance metrics concerning customer satisfaction, response time, and issue resolution.
  • Actively participate in ongoing training and professional development to enhance skills and knowledge.


  • High school diploma or equivalent.
  • A minimum of 3 years of Customer Support experience
  • Ability to adapt to changing priorities and work in a fast-paced environment.
  • Comfortable using multiple systems at once while interacting with customers.
  • Excellent interpersonal skills and ability to work cross-functionally.
  • Positive and customer-focused attitude, with a commitment to providing excellent service.
  • Excellent verbal and written communication skills
  • Demonstrated empathy and patience when dealing with customer concerns.
  • Eagerness to learn and adapt to new processes and product updates.


  • Strong problem-solving skills with the ability to think on your feet and provide effective solutions.
  • Advanced computer skills and familiarity with customer support software, Salesforce, JIRA, and Zoom Phone.
  • Strong attention to detail to accurately document customer interactions and issues.
  • Positive and customer-focused attitude, with a commitment to providing excellent service.
  • 1 year of Clinical Research experience.


  • The company sponsors health insurance, long-term disability, and life policy
  • 15 days of Paid Time Off per calendar year
  • 9 paid Holidays
  • 6 Recharge Days
  • Paid Parental Leave
  • Work Anniversary Bonus
  • Participation in the Employee of the Quarter Program
  • Monthly $100 Connectivity Stipend Reimbursement
  • RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

All successful candidates must complete and pass reference and background checks.

The desired salary must be indicated for the application to be considered

“The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.” Thank you for your interest in RealTime Software Solutions.

Equal Opportunity Employer RealTime Software Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.