Support Specialist I

CRIO is a leading provider of eSource solutions for clinical research. Our platform streamlines clinical data collection and management, ensuring protocol compliance and reducing errors. By eliminating paper binders and automating workflows, we help clinical trial sites and sponsors save time and money, improve data quality, and enhance patient safety. Our digital-first, site-centric approach supports virtual, hybrid, and traditional study structures, making clinical trials more efficient and effective.

Founded in 2015 by a clinical trial site owner seeking to improve his own business, today CRIO is the industry leader in site eSource with a fast-growing presence serving sponsors and CROs. CRIO is in use on 6000+ protocols at more than 2500 sites in 30 countries. In fact, the strength of our site community drives our growth which is why we place so much value on hands-on clinical research experience. 

Responsibilities:

• Identify and troubleshoot common client incidents.
• Research issues using CRIO resources and test solutions in sandbox environments.
• Document incidents, workarounds, and resolutions for future reference.
• Escalate complex technical issues as needed.
• Work with Customer Experience (CX) teams to highlight critical client concerns.
• Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
• Develop expertise in CRIO systems, completing all required modules and certifications.
• Reference standard operating procedures (SOPs) to guide client interactions.
• Provide client support via LiveChat, email, and direct communication.
• Engage in internal communications via Slack, email, meetings, and JIRA boards.
• Continuously refine customer engagement and troubleshooting communication skills.

Experience/Training:

• 2-5 years of experience in Technical Support, Customer Support/Success
• Demonstrated career progression, including leadership impact
• Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape

Required Skills:

• A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
• Strong organizational and time management skills.
• Flexible schedule
• Experience working with offshore support resources preferred
• Highly self motivated
• Has worked with remote teams and effective communication in a digital/remote landscape
• Excellent written and verbal communication abilities.
• Ability to multitask and work efficiently in a team-oriented environment.

Benefits & Perks:

• Work from anywhere
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision (Company Paid 100%)
• Life insurance
• Professional development
• Work From Home Expense Reimbursement

Equal Employment Opportunity

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.

Salary Range - $50,000---$60,000