> Markdown version of [/jobs/ext/2037739-product-support-specialist](https://www.wearedevelopers.com/jobs/ext/2037739-product-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist - **Company:** Almac Group - **Location:** Durham, NC, United States - **Contract:** Permanent contract - **Skills:** Business Systems, Microsoft Office, GXP, User Accounts - **Published:** August 12, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17909493?backUrl=%2Fcareer%2F17909493%2FProduct-Support-Specialist-North-Carolina-Durham ## About the Role * High School Diploma or equivalent * 1+ years' experience in clinical research * Competent in use of Microsoft office applications * Pharmaceutical Industry knowledge * Clinical Trials process knowledge * Availability to be on-call (outside work hours) Preferred Experience / Education: * Bachelor's degree in Life Science, Business, Math or IT discipline * Experience equivalent to Bachelor's degree * Experience working with Almac's processes * Knowledge of Almac's internal business systems * GXP * Clinical Trials * 21CFRPart11 ## Description Almac Group is currently seeking a Product Support Specialist for our Durham, NC location. The Product Support Specialist will be responsible for providing critical front-end support to internal and external users of Almac software products. This role provides global support to guarantee access to vital patient data through our software products and ensures product related issues during clinical trials are resolved. The individual will develop in-depth knowledge of Almac software products, data, and related processes that enable them to quickly assess and resolve issues. Responsibilities include but are not limited to: * Product Support + Perform complex problem-solving tasks on behalf of customers and internal users to identify the root cause and provide remediation. + Perform frontline customer support to ensure that users experience high levels of customer satisfaction in both study set-up and support. + Develop and maintain a strong knowledge base of all products and services offered via the Almac Gateway. + Provide support for users of Almac Gateway Services via telephone and email. + Create and maintain user accounts for internal and external users as needed. + Track all support calls/emails using ServiceDesk.Set up data exchanges for new projects (e.g., IRF, Autoship etc.) * Additional Support + Analyze metrics to identify trends and highlight areas for product enhancement. Providing feedback to the Business Analysts regarding suggestions for product enhancement. + Maintain tracking spreadsheets for various products + Ensure all administrative work (including ticket closeout where applicable) is completed for support activities. + Provide training for internal and external users on Almac Gateway applications. + Provide administrative support by writing SOPs, user training material, work instructions etc. + Perform data change testing ## Related Videos - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) - [Web Scraping, AI Agents, and the Future of Open Source - Kevin Lewis (Apify)](https://www.wearedevelopers.com/videos/1910-web-scraping-ai-agents-and-the-future-of-open-source-kevin-lewis-apify) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv)