Customer Support Specialist

CDIT LLC

. Serve as the first point of contact for inbound support requests via phone, email, and Salesforce ticketing system .

Posted 9/17/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing customer support within a SaaS environment, with a strong focus on troubleshooting web-based applications and maintaining compliance with HIPAA Privacy Rule requirements. Capable of effectively managing support tickets, prioritizing tasks, and delivering professional training on platform features.

Highest-signal resume keywords

Customer Service ExperienceTechnical Support ExperienceSaaS Environment FamiliarityHIPAA ComplianceClinical Research Support

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ManagementTroubleshooting Web-Based ApplicationsSalesforce DocumentationCase Creation and UpdatesQueue Performance Monitoring

Soft Skills

Exceptional Communication SkillsOrganizational SkillsSolution-Oriented SupportProfessional DemeanorCollaboration

Tools & Technologies

SalesforceClinical Trial Management Platforms

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Clinical ResearchRegulatory RequirementsProtected Health Information (PHI)SLA GuidelinesKnowledge Base Protocols

About the role

Key responsibilities & impact

Serve as the first point of contact for inbound support requests via phone, email, and Salesforce ticketing system
Triage, categorize, and prioritize tickets according to SLA guidelines
Document all customer interactions accurately in Salesforce, including case creation, updates, and closure notes
Resolve Tier 1 issues independently and escalate Tier 2+ issues with clear context and documentation
Monitor queue performance and flag aged or at-risk tickets before SLA breach
Provide professional, solution-oriented support to customers using clinical trial management platforms
Guide customers through platform navigation, account management, permissions, user roles, and standard troubleshooting workflows
Schedule and conduct customer training sessions on platform features, workflows, and best practices
Identify opportunities to educate customers on underutilized features
Maintain compliance with HIPAA Privacy Rule requirements
Follow support procedures, escalation paths, and knowledge base protocols
Document recurring issues, solutions, and how-to guides in the knowledge base
Participate in team huddles, training sessions, and calibration exercises
Collaborate with L2 Specialists, Support Leads, and the Product Health team on technical issues
Share recurring issues and customer pain points to support process improvements and product feedback loops
Represent the organization professionally in customer and internal interactions

Requirements

What you’ll need

2+ years of customer service or technical support experience in a SaaS or software environment
Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems
Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language
Exceptional written and verbal communication skills with a professional, customer-first demeanor
Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics
Strong organizational skills — able to manage a multi-item queue, prioritize competing demands, and follow up reliably
High School Diploma or equivalent required
Ability to comply with HIPAA Privacy Rule requirements and handle Protected Health Information (PHI)

Benefits

Comp & perks

Remote work arrangement