WCG · 14 hours ago
Customer Support Analyst (Remote)
United States
Full-time
Remote
Entry Level
$21/hr - $32.70/hr
2+ years expWCG is a leading provider of clinical solutions aimed at enhancing the efficiency of clinical trials. They are seeking a Customer Support Analyst to provide Tier 1 support to customers via phone, email, and chat, while also diagnosing and resolving customer issues and escalating when necessary.
Research
Responsibilities
Provides client support and technical issue resolution via e-mail, phone, and chat
Provides training to clients who utilize the InvestigatorSpace and Safety Portal platforms
Performs remote troubleshooting through diagnostic techniques and pertinent questions
Directs unresolved issues to the Technical Support Manager
Provides follow-up and updates customer status and information
Identifies and suggests improvements on standard operating procedures (SOP’s)
Develops and maintains general understanding of operating systems (OS) and application operations related to company offered services
Performs creation of new accounts using company provided software tools
Completes other tasks assigned by department managers. These may, on occasion, be unrelated to the position described above
Qualification
Required
Associate degree in related field or equivalent combination of education, skills, experience to successfully perform the job
Two years' experience in helpdesk or other customer support role involving the use of technical skills
Ability to use good judgement to diagnose and resolve basic technical issues
Able to promptly answer support related email, phone, and chat communications
Able to communicate effectively to understand the problem and explain its solution
Be customer-oriented and maintain patience and empathy in dealing with difficult or challenging customers
This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Self-motivated, detail-oriented, and organized
Experience with hardware and software issues
Proficient in Internet related applications such as e-mail clients and web browsers
Excellent communication (oral and written), interpersonal, organizational, and presentation skills
Must have prior experience working with Internet applications, or related experience
Ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction
Self-starter who works as well independently as they do as part of a team
Strong analytical and critical thinking abilities
Proficiency in MS Office, a solid knowledge of Microsoft Excel, PowerPoint, and Word
Benefits
Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
Employee Assistance Programs and additional work/life resources
Referral Bonuses and Tuition Reimbursement
Paid time off including holidays, vacation, and sick time
Volunteer Time Off to benefit the community
Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement
Company
WCG
WCG is a true partner to research sponsors, CROs, sites and participants in navigating the clinical research journey.
1001-5000 employees
H1B Sponsorship
WCG 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 (9)
2024 (14)
2023 (12)
2022 (4)
Funding
Current Stage
Late StageLeadership Team
Robert VanHees
Chief Financial Officer & Chief Administration Officer
Todd Joron, BSc. MBA
CoFounder, Former President & Chief Operating Officer
Recent News
2025-09-17
Company data provided by crunchbase