Proclinical is working closely with CRO who are seeking a Customer Support Specialist for a role based in Nottingham with some home working flexibility. This role is perfect for someone with excellent communication skills, a passion for clinical trials technology, and a commitment to providing exceptional customer service. As a Customer Support Specialist, you will be responsible for identifying, researching, and resolving issues, delivering operational and technical training for customers, and collaborating with various teams to maximise customer satisfaction.
Please note that to be considered for this role you must have the right to work in this location.
Responsibilities:
- Provide technical, operational, and account-related support to users by managing inbound support requests.
- Identify, research, and resolve client issues promptly; escalate unresolved issues as needed.
- Document and monitor customer issues to ensure timely resolution and maintain customer satisfaction.
- Collaborate with Product Management for customer enhancement requests and prioritisation of issues.
- Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions.
- Act as the point of contact to customers, taking total ownership of an issue to see it through to completion.
- Manage and assist in developing and revising module documentation, including training presentations, exercises, quick reference guides, and other support materials.
- Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement.
- Develop and maintain metrics and dashboards to monitor customer health for use by customer-facing departments in account management.
- Produce regular reports on support ticket volumes, response times, and resolution rates.
- Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets.
Key Skills and Requirements:
- Proven experience in helpdesk/customer support of software products.
- Ability to clearly and effectively communicate with customers and team members, both verbally and in writing.
- Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently.
- Competence in using support software, troubleshooting technical issues, and understanding the product or service.
- Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations.
- Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets.
- Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements.
- Knowledge of AsciiDoctor, document markup languages or other customer support documentation tools (desirable).
- Experience in life sciences and clinical trials; particularly CTMS (Clinical Trial Management Systems) or eTMF (Electronic Trial Master File) (desirable).
- Experience in producing customer support documentation and user training documentation/videos (desirable).
If you are having difficulty in applying or if you have any questions, please contact Nicolas Daniel at n.daniel@proclinical.com
Apply Now:
If you are interested in learning more or applying to this exciting opportunity, please complete the form below and attach a copy of your CV. Alternatively, for further details or to talk directly to a life sciences recruitment specialist, please request a call back at the top of this page.
Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.
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