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Software Support Specialist I (US East Coast, Remote) 



Customer Service
Conshohocken, PA, USA
Posted on Tuesday, May 14, 2024

Software Support Specialist I (US East Coast, Remote)

Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels

Department: Services Support


  • 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 escalate system issues to relevant 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


  • 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


  • Some experience in IRT or related field preferred