CRIO · 1 day ago
Support Specialist I
United States
Full-time
Remote
Entry, Mid Level
$50K/yr - $60K/yr
2+ years expCRIO is a leading provider of eSource solutions for clinical research, focusing on streamlining clinical data collection and management. The Support Specialist I role involves troubleshooting client incidents, documenting solutions, and collaborating with various teams to enhance customer support.
Clinical TrialsData StorageInformation TechnologyManagement Information Systems
Responsibilities
Identify and troubleshoot common client incidents
Research issues using CRIO resources and test solutions in sandbox environments
Document incidents, workarounds, and resolutions for future reference
Escalate complex technical issues as needed
Work with Customer Experience (CX) teams to highlight critical client concerns
Coordinate with the Product Team to escalate support tickets requiring Engineering intervention
Develop expertise in CRIO systems, completing all required modules and certifications
Reference standard operating procedures (SOPs) to guide client interactions
Provide client support via LiveChat, email, and direct communication
Engage in internal communications via Slack, email, meetings, and JIRA boards
Continuously refine customer engagement and troubleshooting communication skills
Qualification
Required
2-5 years of experience in Technical Support, Customer Support/Success
Demonstrated career progression, including leadership impact
Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
Strong organizational and time management skills
Flexible schedule
Highly self motivated
Has worked with remote teams and effective communication in a digital/remote landscape
Excellent written and verbal communication abilities
Ability to multitask and work efficiently in a team-oriented environment
Preferred
Experience working with offshore support resources preferred
Benefits
Work from anywhere
Unlimited PTO
401k company match
Healthcare
Dental
Vision (Company Paid 100%)
Life insurance
Professional development
Work From Home Expense Reimbursement
Company
CRIO
CRIO is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system that enables a single point of data capture.
51-200 employees
H1B Sponsorship
CRIO 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
2022 (2)
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$19MKey Investors
Riverside CompanyAbbhi CapitalRally Ventures
2024-05-21Private Equity
2023-08-09Series Unknown· $1.8M
2022-01-12Series B· $9M
Leadership Team
Raymond Nomizu
CEO
Recent News
SEC
2022-01-28
Company data provided by crunchbase