Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)

About the Role

Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States. The Product Support Analyst I will provide exceptional support to end users via email, phone, and chat, with a focus on technical troubleshooting and problem-solving in a customer-focused environment.

Responsibilities

• Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets.
• Create, respond to, and manage tickets via email, voicemail, or phone call within established timeframes.
• Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP).
• Provide exceptional tier I product support and solutions to external users’ problems and requests.
• Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution.
• Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally.
• Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented.
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience.
• Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents.
• Work as a team to provide world-class support to end users and customers.

Requirements

• Associates degree and at least 2 years’ experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experience.
• Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET.
• Experience providing end-user support in life sciences or healthcare preferred.
• Proven ability to solve problems in a logical, quick, and efficient manner.
• Ability to learn a variety of technical topics and new tools quickly, including how systems function and the roles they perform from the user perspective.
• Effective work prioritization and the ability to work under pressure.
• Outstanding verbal, phone, and written communication skills.
• Driven customer service ethos.
• Technical aptitude and enthusiasm for learning.

Skills

• Specific systems or programming knowledge preferred.
• Knowledge of Windows 10 and 11.
• Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.).
• Experience with basic networking and Wi-Fi preferred.
• An understanding or hands-on experience with SQL and/or JSON a plus.
• Cisco CCNA or Microsoft MCSE a plus.
• Experience using an MDM or remote monitoring & management tool preferred.
• Experience working with vendors and/or integration partners preferred.

Schedule

This position requires working hours from Sunday to Thursday, 8:00 PM to 5:00 AM ET.