Software Support Specialist

This is a remote-capable role within the state of Oregon, with a  set schedule of 12:00pm-8:00pm PST / 3:00pm -11:00pm EST.  At Suvoda, our Software Support Specialists support clinical trial sites, study teams, and patients by resolving real-time system issues across multiple countries via phone and email. This role involves working directly with sensitive production and patient data, so accuracy and regulatory compliance are critical. You'll troubleshoot, document, and escalate issues as needed, often managing multiple requests with competing priorities. 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 r elevant 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     #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 .