Clinical ink · 2 weeks ago
Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)
United States
Full-time
Remote
Entry Level
1+ years expClinical ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat, ensuring timely resolutions and an excellent customer experience.
Clinical TrialsHealth CareInformation TechnologyMobile DevicesSoftware
Responsibilities
Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets
Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes
Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)
Provide exceptional tier I product support and solutions to external users’ problems and requests
Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution
Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally
Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented
Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents
Work with and as a team, to provide world class support to end users and customers
Qualification
Required
Associates degree and at least 1 years' experience in a busy, customer-focused IT support role, or equivalent experience
Ability to work Sunday to Thursday; 8:00 PM to 5:00 AM ET
Proven ability to solve problems in a logical, quick, and efficient manner
Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective
Effective work prioritization and the ability to work under pressure
Outstanding verbal and written communication skills
Driven customer service ethos
A keen interest in IT, from home hobbyist to IT professional
Knowledge of Windows 7, 8, and 10
Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)
Preferred
Experience with basic networking and Wi-Fi preferred
An understanding or hands-on experience with SQL and/or JSON a plus
Cisco CCNA or Microsoft MCSE a plus
Experience using an MDM or remote monitoring & management tools preferred
Experience working with vendors and/or integration partners preferred
Company
Clinical ink
Clinical Ink develops electronic documents recording software for recording source data on mobile devices during clinical trials.
201-500 employees
H1B Sponsorship
Clinical ink has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2022 (4)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$34.97MKey Investors
McKesson VenturesNovaquest Capital ManagementSilicon Valley Bank
2020-12-03Series Unknown
2020-08-04Acquired
2018-05-14Private Equity· $5.31M
Leadership Team
Jonathan Goldman
Chief Executive Officer
Scott Miltenberger
Chief Financial Officer
Recent News
2025-10-27
Company data provided by crunchbase