ECOA Participant Support Specialist - Customer Care

***This opportunity is 2nd shift and will require you to work the hours of 4pm - Midnight, Monday - Friday, regularly.***

Ready to Kickstart Your Career in a Remote First Environment?

Join Suvoda and become part of a team that’s passionate about innovation and making a real impact on human lives. As a Technical Support Trainee, you will receive extensive training, mentorship, and hands-on experience to boost your professional growth and career prospects.

What Makes Suvoda a Great Place to Work?

Here are just a few highlights:

• Remote Work Opportunity: Enjoy the flexibility of working from anywhere in the country.

• Industry Insight: Get hands-on experience with the software and tools used in clinical trials at one of the most innovative companies in the eClinical field.

• Networking & Professional Growth: Build your professional network, enhance your CV, and gain references that can support your career.
• Skill Development: Learn the most utilized methodologies, technologies, and tools in the field while acquiring experience in a professional work environment.

What to Expect?

As an eCOA Participant Support Specialist, you will collaborate with a dynamic, quality-driven team focused on delivering an excellent participant experience. You will work closely with global clinical trial participants and internal cross-functional teams, playing a key role in ensuring smooth use of eCOA tools, devices and data systems throughout the study lifecycle.

This role offers the opportunity to build hands-on experience in clinical technology support, customer care and data-sensitive environments, while making a real impact in the world of clinical research.

Responsibilities:

***This opportunity is 2nd shift and will require you to work the hours of 4pm - Midnight, Monday - Friday, regularly.***

• Provide support to trial participants globally via telephone and email, promptly addressing inquiries related to eCOA tools and systems.
• Clearly document all communication with end-users in support ticketing system.
• Troubleshoot technical and user experience issues, providing clear solutions and guidance based on established protocols and best practices.
• Collaborate with internal cross-functional teams to resolve device, software, or data transmission issues, escalating cases as necessary for timely resolution.
• Work well under pressure in a fast-paced dynamic environment with short resolution times.
• Manage multiple requests with competing priorities and reprioritize as needed.
• Add and update highly sensitive production data.
• Follow standard operating procedures for protecting sensitive data.
• Conceptualize and drive best practices in Customer Care.
• Monitor and follow up on open cases, ensuring resolutions meet service-level agreements and achieve user satisfaction.
• Handle eCOA related and other eClinical data entry.
• Perform other related duties as required.

Requirements:

• Bachelor’s Degree preferred
• 1-2 years of prior customer or participant-facing experience 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
• Prior experience working with sensitive data preferred
• Multilingual skills preferred