Customer Support Specialist - Clinical Trials Software / SaaSNottingham, hybrid£CompetitiveMonday to Friday: Hours are 9 -5 Monday to Thursday & 9 - 1 Fridays. There is flexibility with the hours.
Overview:
As a Customer Support Specialist, you will ensure exceptional support for the end-users.
Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction.
You will provide technical product support for both internal and external customers and partners, managing the all customer issues while maintaining regular communication to keep customers informed of the status.
Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Key Responsibilities
1. Provide technical, operational, and account-related support to users Identify, research, document and monitor and resolve client issues promptly; escalate issues as needed.
2. Collaborate with Product Management for customer enhancement requests
3. Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions.
4. Act as the point of contact to customers ...