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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 analyzing customer issues, facilitating communication across teams, and contributing to process improvements.
Highest-signal resume keywords
Customer Support ExperienceMS Office ProficiencyZendesk ExperienceAtlassian JIRA ExperienceAnalytical 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 Application SupportProcess ImprovementTraining and OnboardingDocumentation Management
Soft Skills
Effective CommunicationTime ManagementInterpersonal SkillsCollaborationResponsiveness
Tools & Technologies
ZendeskAtlassian JIRAMS Office
Industry Keywords
Clinical ResearchProduct Suite KnowledgeCustomer WorkflowsCross-Functional CollaborationSoftware Enhancements
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 understanding of customer processes and standard operating procedures
- Gain knowledge of clinical research workflows to provide context for 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
- Build trusting customer relationships and demonstrate responsiveness and urgency
- Serve as a resource for peers on product functionality and support processes
- 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
- Support 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
- College degree or equivalent experience (preferred)
- Experience contributing to process improvements, documentation, or knowledge management initiatives (preferred)
- Previous experience within the software industry or clinical research (preferred)
- Demonstrated effective communication skills, including listening, writing, and speaking (preferred)
- Strong time management skills and ability to effectively manage multiple priorities (preferred)
- Strong analytical, problem-solving, and interpersonal skills (preferred)
- Experience using Zendesk and Atlassian JIRA (preferred)
- Ability to work both independently and within a team (preferred)
- Ability to work remotely in the US
Benefits
Comp & perks- Variable bonus eligibility
- Health coverage
- Paid holidays
- Equal opportunity workplace
- Reasonable accommodation for applicants with disabilities