Technical Support Specialist

Are you ready for the Most Impactful Work of Your Life?
Signant Health is a global evidence-generation company. We're helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof.
Working at Signant Health puts you in the very heart of the world's most exciting sector - a high-growth, dynamic company in an extraordinary industry.
Where do you fit in?
As Technical Support Specialist, you will provision and implement VirTrial's technology services for new client accounts.
You will ensure client success post initial implementation beginning with supporting the sales team as a go-to knowledge base leader of VirTrial's technology.
Tier 2 end-user technical support as needed acting as knowledge based for team members and escalating technology issues as needed.
General account management oversight, acting as liaison between Client and VirTrial's Accounts Receivables department.
This position also works closely with the product development team to ensure the VirTrial Client base needs are represented during the R&D process.
**As part of our team, your main responsibilities will be**:
- Technology Implementation: Provision and configure initial Client system setup for assigned Client accounts. Provide initial and ongoing training as required. Assist Client with launching the VirTrial platform within the Client's defined telemedicine program as defined by contract and supporting documents.
- Client Support: Manage Help Desk tickets, handle phone tier 2+ support Inquiries; Developer Program (API/Sandbox) support management, report bugs to product team with Client follow-up
- In-House Support: Product knowledge base resource for Business Development/Sales Team, provide in-house training
- On-Boarding: Provide Client project management, manage and provision Client configurations; manage and provision Client Demo accounts, provide Client workflow assistance
- System Training: Provide online Client training, including Webinars, In-App training software updates, and in-house training on internal products
- Product Development Support: New feature reviews, report/monitor Client needs/requests; UAT (User Acceptance Testing); Occasional after-hour maintenance release support
- Help Center content management; Help Desk default configuration updates; Help Desk written and video content management, In App training campaigns
- Client Account Management: On-going Client contact; Identify and communicate relevant business tools/resources
**You'll need to bring**:
- At least 2 years of Customer Service and Technical Support experience
- Technology experience a plus
- InDesign experience a plus
- Good communication skills
- Friendly, outgoing demeanor
- Ability to multi-task
- Good with time management
And finally, here are the ways of working that will help you succeed at Signant:
- You enjoy problem-solving and have a constructive can-do attitude.
- You're motivated by working in a fast-growing global company.
- You're self-driven, active, and want to learn new things continuously.
Does this sound like something you'd like to explore? Then we'd love to hear from you
Please note that Signant does not accept unsolicited resumes from Third Party vendors.
LI-CL1
At Signant Health, accepting difference isn't enough—we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community. Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

---