Clinical Research Support Specialist

About the role

We are seeking a talented Clinical Research professional to join our Clinical Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.

Responsibilities

• Provide global support covering all issues related to the Veeva Clinical products
• Learn about Veeva Clinical products and use that knowledge to ensure client success
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration
• Provide coordinated support for getting new releases and configuration changes into production
• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds
• Be a client-facing representative of the Development and Product teams
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Interface with engineering, product management, and professional services when necessary

Requirements

• Familiarity with Electronic Data Capture technology (University Degree or 3 years relevant experience)
• The desire to learn new soft and technical skills
• Experience working closely across diverse teams
• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations
• Fluent in English, both written and verbal
• An analytical mindset, a natural problem solver with a hands-on approach
• Ability to communicate effectively through multi-contact channels
• Clinical research system knowledge (eISF, CTMS, EHR, eTMF, EDC)
• Knowledge of Zendesk, Jira, and Confluence
• Support experience in 2nd or 3rd-line product support positions

Qualifications

• Based and eligible for employment in the United States

Skills

• Technical skills required for troubleshooting and resolving complex issues
• Soft skills for effective communication and problem-solving

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retailer programs
• 1% charitable giving program

Pay

Base pay: $50,000 - $75,000

Schedule

This is a full-time job with optional on-call responsibilities for weekend coverage.

Work at Veeva

Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for each person. This applies across all locations and departments.

Veeva’s Core Values

• Do the right thing
• Customer success
• Employee success
• Speed

Veeva’s Equity Program

• A unique approach to awarding equity grants allowing employees to be shareholders and benefit financially in the company’s growth

Equal Opportunity Employer

Veeva is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.