Remote Software Support Specialist

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    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  #LI-JD1 We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert. As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you are based in California, we encourage you to read this important information for California residents linked here.