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    • Product Support Specialist II - Bengaluru, India - Advarra

    Advarra
    Advarra Bengaluru, India

    2 weeks ago

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    Description

    Job Description

    We are passionate about making a difference in the world of clinical research and advancing human health. At Advarra, we break the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

    Our Culture

    Our employees are the heart of Advarra. We 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.

    Job Duties & Responsibilities

    • Become proficient in core applications in the Advarra product suite, their points of integration, and what problems each product solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary.
    • Develop an understanding of customer processes and standard operating procedures.
    • Gain knowledge of clinical research workflows to support understanding and context of customer questions.
    • Provide support via email, chat, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve.
    • 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.
    • 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.
    • Serve as a liaison between the customer and the Product teams to resolve issues.
    • Advocate for customers by tracking and communicating suggestions for software enhancements.
    • Stay current with application updates and demonstrate new functionality to customers.
    • Engage appropriate team members to provide product demonstrations to support the needs of the existing customer base and the business development team.

    Location

    This role is open to candidates working remotely or hybrid in Bengaluru, India.

    Basic Qualifications

    • High School diploma required.
    • Bachelor's degree or relevant experience required.
    • 3-5 years of experience providing customer support.
    • Previous experience within the software industry or clinical research is preferred.
    • Experience working with Australian customers a plus.

    Preferred Qualifications

    • 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.
    • Focusing attention to tasks and responsibilities.
    • Verbal communication; listening and understanding, responding, and speaking.
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