Customer Support Specialist

WHO ARE WE?

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company.

WHAT ARE WE LOOKING FOR?

The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement.

WHAT WILL YOU BE DOING?

TICKET & QUEUE MANAGEMENT

• Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines.
• Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained.
• Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.
• Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach.

CUSTOMER-FACING SUPPORT

• Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion).
• Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows.
• Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices.
• Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction.

QUALITY & COMPLIANCE

• Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities.
• Follow all established support procedures, escalation paths, and knowledge base protocols consistently.
• Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides.
• Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency.

COLLABORATION

• Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues.
• Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops.
• Represent RealTime professionally and courteously in all customer and internal interactions.

 WHAT DO YOU NEED?

• 2+ years of customer service or technical support experience in a SaaS or software environment.
• Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.
• Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.
• Exceptional written and verbal communication skills with a professional, customer-first demeanor.
• Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.
• Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably.
• High School Diploma or equivalent required.

WHAT SETS YOU APART?

• Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms.
• Associate or bachelor’s degree in a related field.

WHAT IS IN IT FOR YOU?

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

All successful candidates must complete and pass reference and background checks.

The desired salary must be indicated for the application to be considered.

The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.

Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.

Thank you for your interest in RealTime eClinical Solutions.