Software Support Specialist I

Software Support Specialist I (US, West Coast Remote)Reports to: Manager, Customer Care; or Manager, Support; or Group Lead, Customer Care levels Department: Services Support This role is supporting the evening schedule in our Customer Care Department. The schedule is 2:00pm - 10:00pm Pacific Time, Monday - Friday.Responsibilities: • 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  Requirements: • 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 Experience :• Some experience in IRT or related field preferred