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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Proficient in customer support for software applications, with strong analytical and problem-solving skills. Capable of effectively communicating customer needs and facilitating collaboration across teams in a clinical research environment.
Highest-signal resume keywords
Customer Support ExperienceSoftware Application ProficiencyTraining and Development SkillsEffective Communication SkillsAnalytical and Problem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportSoftware TroubleshootingTraining DeliveryCustomer Relationship ManagementMS Office Proficiency
Soft Skills
Effective CommunicationTime ManagementInterpersonal SkillsTeam CollaborationProblem-Solving
Industry Keywords
Clinical ResearchSoftware IndustryStandard Operating ProceduresCustomer AdvocacyProduct Functionality
About the role
Key responsibilities & impact- Provide customer support via email, chat, or ticket system
- Troubleshoot complex customer issues, including issues requiring multiple days to resolve
- Become proficient in Advarra’s core applications, integrations, and customer use cases
- Develop understanding of customer processes, standard operating procedures, and clinical research workflows
- Facilitate troubleshooting and communication across multiple teams
- Collaborate with internal project management, engineering, and Product management teams
- Build customer relationships and trust
- Serve as an internal escalation point and customer advocate
- Assign action items to team members to deliver timely resolutions
- Liaise between customers and Product teams to resolve issues
- Track and communicate customer suggestions for software enhancements
- Stay current with application updates and demonstrate new functionality to customers
- Engage team members for product demonstrations supporting existing customers and business development
- Perform other job-related duties as assigned
- Spend approximately 90% of time on customer support and 10% on team functions and learning
Requirements
What you’ll need- High school diploma
- 3+ years of experience providing customer support
- Experience providing customer support for software applications
- Experience conducting training for existing customers or prospects
- Professional experience translating customer requirements into product functionality and design
- Bachelor’s degree preferred
- Previous experience within the software industry or clinical research preferred
- Proficiency with MS Office (Word, Excel, and PowerPoint)
- Effective communication skills, including listening, writing, and speaking
- Strong time management skills and ability to effectively manage multiple priorities
- Strong analytical, problem-solving, and interpersonal skills
- Ability to work independently and integrate into a team environment
- Ability to work remotely from the United States
- Ability to sit or stand for extended periods at a stationary workstation
- Ability to regularly carry, raise, and lower objects up to 10 lbs
Benefits
Comp & perks- Variable bonus eligibility
- Health coverage
- Paid holidays
- Other benefits
- Equal employment opportunity and inclusive workplace commitment