Product Support Representative

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. 

Company Culture 

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, and Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. 

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary 

As a member of the team, you will provide support to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and systems administration teams. An ability to quickly master the complexities of our clinical research management platform will be essential in this role. This role consists of 90% customer support and 10% team related functions/learning.

Job Duties & Responsibilities 

• Become proficient in core applications in the Advarra product suite, their points of integration, and the problems each product solves for a customer. 
• Develop an understanding of customer processes and standard operating procedures
• Gain knowledge of clinical research workflows to support understanding and context of customer questions
• Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources 
• Develop good working relationships and build trust with customers
• Customer contact, mainly email and web tickets; and phone/zoom meetings as needed
• Contact customers to resolve queries as needed via email, calls or online meetings
• Document information in ticketing system and provide the customer with information and updates
• Serve as a liaison between the customer and Advarra teams, such as, software development, product management, project management, etc…to resolve issues
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Serve as an internal escalation point for customer issues. Function as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions
• Stay current with application updates and demonstrate new functionality to customers
• Work closely with the Project Managers to set up the individual portals at project set-up phase by adding documents, users etc.
• Control all user access to the portals (both internal Advarra staff access and customers)
• Provide usage reports for the portals and Zendesk as requested
• Update and maintain customer support process documents and SOPs
• Assist with the training and mentoring of new hires
• Meet professional obligations through efficient work habits such as effective timekeeping, meeting deadlines, honoring schedules, and demonstrating respect for others
• Perform other job-related duties as assigned

Location 

This role is open to candidates working remotely in Ireland

Basic Qualifications 

• High school degree
• Proven effective communication skills, including listening, writing, and speaking
• 1-3 years of experience providing product/customer support
• Demonstrated technical/troubleshooting knowledge and skills

Preferred Qualifications 

• Proficiency with MS Office (Word, Excel, and PowerPoint)
• College degree or equivalent experience
• Strong time management skills and ability to effectively manage multiple priorities
• Previous experience within the software industry or clinical research is preferred
• Experience using Zendesk and Atlassian JIRA would be beneficial
• Strong analytical, problem-solving, and interpersonal skills
• Ability to translate customer requirements into product functionality and design
• Ability to work independently and integrate into a team environment
• Flexibility - will need to cover weekends or Public Holidays as requested

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs. 
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking