Product Support Specialist II

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.  

Company Culture  

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.  

 At Advarra, we seek to 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; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. 

Job Overview Summary  

As a member of the Product Support team, you will provide technical and functional support to customers through a variety of communication channels while partnering with Product Management, Engineering, Professional Services, and other cross-functional teams. Success in this role requires developing strong knowledge of the Advarra product suite, customer workflows, and clinical research processes to effectively troubleshoot customer issues and deliver high-quality service. 

The Product Support Specialist II applies analytical thinking and sound problem-solving skills to resolve moderately complex technical and functional issues. Working independently on day-to-day assignments under general supervision, this role prioritizes customer needs, collaborates across teams, and contributes to continuous improvement efforts by identifying opportunities to enhance support processes, documentation, and the overall customer experience. 

This role consists of approximately 90% customer support and 10% team-related initiatives, learning, and process improvement activities. 

Job Duties & Responsibilities 

• Develop and maintain strong working knowledge of the Advarra product suite, product integrations, and customer workflows to effectively support customer needs and collaborate with internal teams. 

• Analyze moderately complex customer issues by gathering information, identifying root causes, and recommending solutions using established processes and available resources. 

• 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 e-mail, 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 resolve customer issues efficiently, escalating unfamiliar or high-impact issues as appropriate. 

• Develop good working relationships and build trust with customers. 

• Demonstrate responsiveness and sense of urgency in all customer interactions. 

• Serve as a resource for peers on product functionality and support processes, assisting with issue resolution and escalating complex or cross-functional issues when appropriate. 

• 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. 

• Participate in process improvement initiatives by providing feedback, recommending practical enhancements, and supporting implementation of approved changes. 

• Assist with onboarding, training, or mentoring new team members by sharing product knowledge, support best practices, and troubleshooting techniques 

• Perform other job-related duties as assigned. 

Location 

This role is open to candidates working remotely in US.

Basic Qualifications  

• High school diploma. 

• 3+ years of experience providing customer support 

• Demonstrated professional proficiency with MS Office (Word, Excel, and PowerPoint). 

• Experience collaborating effectively with cross-functional teams to resolve customer issues. 

• Experience providing customer support for software applications. 

• Experience conducting training for existing customers or prospects. 

Preferred Qualifications  

• College degree or equivalent experience 

• Experience contributing to process improvements, documentation, or knowledge management initiatives. 

• Previous experience within the software industry or clinical research  

• Demonstrated 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  

• Previous experience within the software industry or clinical research 

• Experience using Zendesk and Atlassian JIRA 

• Ability to work both independently and within a team 

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 

• Focus and attention to tasks and responsibilities 

• Verbal communication; listening and understanding, responding, and speaking  

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information, or any other status or characteristic protected by federal, state, or local law. 

The base salary range for this role is $58,495 - $96,517. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.