Note: The job is a remote job and is open to candidates in USA. REDCap Cloud empowers patient-centered clinical research to advance discoveries and establish new standards of care. The Customer Support Analyst will provide expert application support for customers utilizing cloud-based electronic data capture SaaS Solutions, troubleshooting system issues and collaborating with internal teams to ensure effective issue resolution.
Responsibilities
- Investigate, diagnose, and resolve customer reported issues related to cloud-based EDC and reporting systems
- Perform root cause analysis, collaborate with development & operational teams to identify and resolve software defects and system issues
- Communicate effectively with customers via phone, email, and chat while providing timely updates throughout the issue resolution process
- Manage and prioritize support cases to ensure compliance with established service level agreements (SLAs)
- Monitor open cases proactively and ensure appropriate follow-up, communication, and resolution ownership
- Support escalation management processes and assist with identifying recurring trends or issues requiring broader resolution efforts
- Maintain a strong understanding of the company’s product suite, including application workflows, reporting tools, integrations, and system functionality
- Contribute to the development of internal knowledge bases
- Collaborate with Product and Development teams on any customer feedback to help improve software features, functionality, and usability
- Communicate with customers on software updates, system enhancements, and best practices relevant to their business use cases
Skills
- Previous work experience in a similar Technical Customer Support role, where you have been supporting Clinical Trial EDC systems and/or reporting platforms
- EDC platforms such as Veeva, Medidata Rave, Oracle, or similar clinical systems
- Ticketing tools such as JIRA, Microsoft Dynamics, or similar platforms
- Troubleshooting and analytical problem-solving skills
- Strong written & verbal communication skills, with technical & non-technical audiences
- Ability to manage multiple priorities in a fast-paced customer support environment
- Customer-focused mindset; a commitment to delivering high-quality support experiences
- Bachelor's degree in any of the following preferred but not essential, Computer Science, Information Technology, Life Sciences, or a related field
- Troubleshooting cloud-based SaaS applications
- Supporting reporting and analytics platforms such as JReview, Spotfire, Jupyter Labs, or SQL-based reporting tools
- Basic understanding of APIs, web services, and system integrations including REST and SOAP
- Basic knowledge of SQL, Python, Java, or related technologies
Benefits
- Health, Dental & Vision Insurance
- Paid Time Off
- Parental Leave
- 401(k)
- Flexible schedule
Company Overview