Job Description: Technical Customer Support Specialist (Full Remote)
How often have you thought during this pandemic that you would like to do your bit to overcome this situation from your own workplace?
And if you add to the equation that your work helps to improve people's health and wellbeing?
Well, now there are no more excuses.
What will you do? ShareCRF is cloud-based software that specializes in capturing and managing clinical research data.
We help research teams collect the data that will later allow them to demonstrate whether the research benefits people's health.
But the best thing about ShareCRF is that it is our own clients who can completely configure the platform to suit their research without any programming knowledge ("Do It Yourself") in a super easy and intuitive way.
Together with the support team, you will be responsible for helping our clients get the most out of ShareCRF to make the process of capturing their research data the best possible experience by:
Consultancy and/or configuration of ShareCRF to the needs of the client's research.Customer training through courses, web content, videos, webinars, user guides, etc.Support clients in the use of ShareCRF to solve their problems and doubts.These will be your main tasks: Consultancy and configuration of studies using ShareCRF.
You will have a direct relationship with the research team to help them configure ShareCRF in the best way to achieve their objectives.Assist in resolving any service-related queries that customers may have.Assist the sales department in the evaluation of new studies to be carried out.Perform training courses on the practical use of our ShareCRF service.Assisting in the creation/review/translation of training content, help articles, documentation, user guides, etc.Review of possible problems detected by users and report to the Product Development department.Report possible improvements indicated by customers/service users to the Product Design department.In 1 month... You will learn the internal processes of the company and how ShareCRF works to create and configure studies.
You will start to carry out customer support actions supervised by some expert colleagues who will help you throughout the process.
In 3 months... You will improve your knowledge of using all the ShareCRF advanced features and when it is best to use each one.
You will have a heightened understanding of which strategies are best to use depending on each type of study, and you will have already had a direct interaction (in the company of a colleague) with our clients.
In 6 months... You will execute.
You will be responsible for managing change processes and will have direct communication with the client.
You will be an expert in the tool, which will allow you to execute the most complex actions ensuring an optimal result.
As an expert, you will start giving training courses to our clients.
How will you do it? We have a very horizontal structure and a relaxed culture.
Communication is essential to us, and we promote and encourage everyone to give constructive feedback - there are no barriers here!
We work as a team, and we want the new joiners to continue maintaining this team culture in which helping colleagues is a fundamental pillar of the company.
Our philosophy is based on the fact that the result produced by a cohesive and committed team is much greater than the individual contribution that each of its members can make independently.
When will you work? We have flexible working hours!
The only "rule" is to be available from 10:00 to 16:00 as team matching time.
On Fridays, laptops are always closed at 15:00, as well as during the summer months (July and August), whoever wants to, can do intensive hours and have the afternoons free.
Where will you work? We are a 100% remote company, so if you have a good internet connection, you can do your work wherever you want.
Every quarter we meet for 2 or 3 days in some great place where we have group dynamics that allow us to get to know each other better, and we discuss the milestones that are coming up.
What are we looking for? We are looking for a person who likes customer relations and enjoys helping others.
You must have a good level of logical intelligence (ShareCRF's configuration and consulting processes require it) and be good with new technologies, as you will constantly use them in your daily tasks.
You must also have a learning facility.
If you have some experience in the world of clinical research, that would be great, but if you don't and you are good at the other requirements, we will help you learn how the world of clinical trials works.
If you have come this far, when you complete the form, enter the Word mango.
What do we offer? Work 100% remotely, wherever you want within the GMT-2 and GMT-2 time zone (If you live outside Spain and want to move to the country of the Sun and the beach, we can help you).
Flexible and adaptable working hours (you only need to be available from 10:00 to 16:00).
In July and August, you can work intensive hours and have the afternoons free.
Equipment necessary for you to work comfortably (high-end laptop, 27' monitor or 2 x 24" monitors and professional chair).
A high degree of independence, with its associated responsibility.
Working in a TOP team, in an exciting worldwide product that helps improve people's lives.
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