Software Support Specialist I

Software Support Specialist I (US East Coast, Remote) 

Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels 

Department: Services Support 


  • Provide support to system users in multiple countries via the telephone and email 
  • Clearly document all communication with system users 
  • Troubleshoot and resolve user-reported issues and communicate resolution back to system user 
  • Add and update highly-sensitive production data for clinical while maintaining trial integrity and regulatory compliance 
  • Investigate, diagnose, and escalate system issues to relevant teams when necessary for resolution 
  • Collaborate with cross-functional teams in identifying and providing solutions for system users 
  • Work well under pressure in a fast-paced dynamic environment with short resolution times 
  • Manage multiple requests with competing priorities and reprioritize as needed 
  • Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements 
  • Conceptualize and drive best practices in Customer Care       
  • Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care 
  • Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc+ 
  • Identify and resolve issues related to data integrations, including data inconsistencies and system errors  
  • Perform other related duties as required 


  • Bachelor’s Degree preferred 
  • Computer-operating skills 
  • Friendly, service-oriented attitude 
  • Written and verbal communication skills 
  • Attention to detail 
  • Ability to identify and solve problems in an efficient and effective manner 
  • Ability to work independently with little to no supervision 
  • Ability to take initiative to use resources to investigate issues and present solutions 
  • Prior technical support experience preferred, especially in IRT or related field 
  • Multilingual skills preferred 


  • Some experience in IRT or related field preferred 

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