Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)

Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Sunday to Thursday; 8:00 PM - 5:00 AM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I’s responsibilities include:

• Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets
• Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes
• Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)
• Provide exceptional tier I product support and solutions to external users’ problems and requests
• Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution
• Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally
• Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
• Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents
• Work with and as a team, to provide world class support to end users and customers

• Associates degree and at least 2 years’ experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experience
• Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET
• Experience providing end-user support in life sciences or healthcare preferred
• Proven ability to solve problems in a logical, quick, and efficient manner
• Ability to learn a variety of technical topics and new tools quickly, including how systems function & the roles they perform from the user perspective
• Effective work prioritization and the ability to work under pressure
• Outstanding verbal, phone, and written communication skills
• Driven customer service ethos
• Technical aptitude and enthusiasm for learning
• Specific systems or programming knowledge preferred
• Knowledge of Windows 10 and 11
• Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)
• Experience with basic networking and Wi-Fi preferred
• An understanding or hands-on experience with SQL and/or JSON a plus
• Cisco CCNA or Microsoft MCSE a plus
• Experience using an MDM or remote monitoring & management tool preferred
• Experience working with vendors and/or integration partners preferred

Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience.