Customer Care Specialist
Reports to: Manager of Customer Care
Department: Services Support
This is a remote-capable role with the set shift time of 12:00pm-8:00pm PST / 3:00pm -11:00pm EST.
Suvoda is seeking a tech-savvy, team player who thrives in a fast-paced environment to join our team. Our ideal candidate is an analytical thinker who is motivated by helping others resolve complex, system-related issues. This individual will be a fast learner, who can maintain their composure and is not easily ruffled under pressure. Additionally, our candidate is a resourceful problem-solver who seeks out effective and efficient solutions, while leveraging their talents and skills, to assist our clients in resolving issues in real-time.
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 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
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
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