Suvoda
SoftwareSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Software Support Specialist at Suvoda. Skills: Customer Success, Problem-solving. Provide support to system users. Document all communication”
Industry & Context.
Problem-solving; Analytical thinking; Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
Computer-operating skills, Friendly, service-oriented attitude, Written and verbal communication skills, Attention to detail, Ability to identify and solve problems in an efficient and effective manner, Ability to work independently with little to no supervision, Ability to take initiative to use resources to investigate issues and present solutions
Nice to Have
Prior technical support experience, Experience in IRT or related field, Multilingual skills
What You'll Do.
Provide support to system users
Document all communication
Troubleshoot and resolve user-reported issues
Communicate resolution back to system user
Add and update production data
Maintain trial integrity
Maintain regulatory compliance
Investigate system issues
Diagnose system issues
Escalate system issues to relevant teams
Collaborate with cross-functional teams
Provide solutions for system users
Manage multiple requests
Reprioritize as needed
Adapt product expertise and knowledge
Conceptualize best practices in Customer Care
Drive best practices in Customer Care
Identify process improvements
Implement process improvements
Assist with departmental initiatives
Identify issues related to data integrations
Resolve issues related to data integrations
Perform other related duties as required
How You'll Work.
Team & Collaboration
Cross-functional teams
Communication Scope
Written communication; Verbal communication
Full Job Description
Customer Care Specialist Reports to: Manager of Customer Care Department: Services Support This is a remote-capable role with the set shift time of 12:00pm-8:00pm PST / 3:00pm -11:00pm EST. Suvoda is seeking a tech-savvy, team player who thrives in a fast-paced environment to join our team. Our ideal candidate is an analytical thinker who is motivated by helping others resolve complex, system-related issues. This individual will be a fast learner, who can maintain their composure and is not easily ruffled under pressure. Additionally, our candidate is a resourceful problem-solver who seeks out effective and efficient solutions, while leveraging their talents and skills, to assist our clients in resolving issues in real-time. Responsibilities: Provide support to system users in multiple countries via the telephone and email Clearly document all communication with system users Troubleshoot and resolve user-reported issues and communicate resolution back to system user Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution Collaborate with cross-functional teams in identifying and providing solutions for system users Work well under pressure in a fast-paced dynamic environment with short resolution times Manage multiple requests with competing priorities and reprioritize as needed Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements Conceptualize and drive best practices in Customer Care Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+ Identify and resolve issues related to data integrations, including data inconsistencies and system error
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