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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on software applications and clinical research workflows. Proficient in problem-solving, communication, and collaboration across teams to enhance customer satisfaction and process improvements.
Highest-signal resume keywords
Customer Support ExperienceMS Office ProficiencyZendesk ExperienceAtlassian JIRA ExperienceClinical Research Knowledge
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 SupportProblem-SolvingProcess ImprovementTraining and OnboardingDocumentation
Soft Skills
Effective CommunicationInterpersonal SkillsTime ManagementAnalytical Skills
Tools & Technologies
ZendeskAtlassian JIRAMS Office
Industry Keywords
Clinical ResearchSoftware IndustryCustomer WorkflowsProduct Functionality
About the role
Key responsibilities & impact- Develop and maintain strong working knowledge of the Advarra product suite, product integrations, and customer workflows
- Analyze moderately complex customer issues by gathering information, identifying root causes, and recommending solutions
- Develop an understanding of customer processes and standard operating procedures
- Gain knowledge of clinical research workflows to support customer questions
- Provide support via email, chat, or ticket system and troubleshoot complex issues
- Facilitate troubleshooting and communication across multiple teams, escalating unfamiliar or high-impact issues as appropriate
- Develop good working relationships and build trust with customers
- Serve as a resource for peers on product functionality and support processes
- Serve as a liaison between customers and Product teams
- Track and communicate customer suggestions for software enhancements
- Stay current with application updates and demonstrate new functionality to customers
- Engage team members to provide product demonstrations for existing customers and the business development team
- Participate in process improvement initiatives and support implementation of approved changes
- Assist with onboarding, training, or mentoring new team members
- Perform other job-related duties as assigned
- Spend approximately 90% of time on customer support and 10% on team initiatives, learning, and process improvement
Requirements
What you’ll need- High school diploma
- 3+ years of experience providing customer support
- Demonstrated professional proficiency with MS Office (Word, Excel, and PowerPoint)
- Experience collaborating effectively with cross-functional teams to resolve customer issues
- Experience providing customer support for software applications
- Experience conducting training for existing customers or prospects
- Experience contributing to process improvements, documentation, or knowledge management initiatives
- Previous experience within the software industry or clinical research
- Demonstrated 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
- Experience using Zendesk and Atlassian JIRA
- Ability to work both independently and within a team
- Ability to learn and comprehend basic instructions
- Ability to focus and attend to tasks and responsibilities
- Verbal communication; listening and understanding, responding, and speaking
Benefits
Comp & perks- Variable bonus eligibility in addition to base salary
- Health coverage
- Paid holidays