Job Overview Summary As a member of the Integration Services team, you will provide support and implementation assistance to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and Product management teams. An ability to quickly master the complexities of integrations in our clinical research ecosystem will be essential in this role. This role consists of 90% customer support and implementation and 10% team related functions/learning.
Job Duties & Responsibilities - Become proficient in integration technologies within the scope of the team's responsibility and workflows in associated Advarra products. Understand what problems each integration solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary.
- Develop an in-depth understanding of the data elements and data flow from the sending system to the receiving system via the integration application and how data is mapped between the systems.
- Develop an understanding of customer processes and standard operating procedures.
- Provide support via phone, e-mail, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve and may require escalation to other internal experts.
- Complete daily monitoring and troubleshooting tasks to ensure our integrations continue to function as expected. This may include reviewing various error queues and alerts.
- 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.
- Perform advanced troubleshooting and issue investigation using technical tools and methods, including reviewing server logs, writing SQL queries, and leveraging monitoring platforms (e.g., Datadog.
- Develop good working relationships and build trust with customers.
- Demonstrate responsiveness and sense of urgency in all customer interactions.
- Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions.
- Advocate for customers by tracking and communicating suggestions for software enhancements.
- Stay current with application updates and demonstrate new functionality to customers.
- Perform other job-related duties as assigned.
Location This role is open to candidates working remotely in the United States.
Basic Qualifications - 3+ years of experience providing customer support
- Experience providing customer support for software applications
- Experience conducting training for existing customers or prospects
- Ability to translate customer requirements into product functionality and design
Preferred Qualifications - Previous experience integrations, the software industry, or clinical research
- 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
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
The base salary range for this role is $ 70,561- $ 122,684. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.
