Support Technician I/II

Our mission is to power critical decisions in health care with data science-driven technology.

As a Tier 1 Support Technician I/II, you are the critical first interaction for clients who are seeking support with the Clients Evidence Platform, a modular, data-agnostic analytics platform that powers rigorous real-world evidence generation (RWE). The primary function of this role is to provide exceptional customer service to users. You will provide thoughtful and personalized product support with a focus on getting how-to questions, clarifications, issues, and requests answered and resolved in a timely, accurate, and concise manner. The Support team sits at the exciting intersection of Engineering, Product, Science, Data, and Commercial teams. This role offers the opportunity to gain experience with innovative analytical solutions, interface with top biopharma client users, collaborate cross-functionally across internal organizations, and expand your quantitative research knowledge.

ROLE RESPONSIBILITIES:

● Triage, clarify, investigate, test, explain, and resolve product questions from users about applications. User support questions and tasks include user administration, login issues, technical issues, explaining application features, and whether a user experience is expected behavior or a bug.

● Collaborate internally and thoughtfully with senior Support team members as well as Engineering, Product, Science, Data, and Commercial colleagues to prioritize, scope, triage, diagnose, test, escalate, and resolve user issues.

● Contribute to internal and external Support documentation (e.g., internal reference materials, user support site content).

● Provide support with scientific research project deliverables for clients (e.g., populating and double-checking data tables, formatting reports, file requests).

● Contribute to continuous efforts and initiatives to improve support processes and operations by identifying gaps and pain points, and proactively problem-solve and solution.

Requirements

Required Qualifications

● Professional fluency with English - writing and speaking

● Ability to work U.S. Eastern Standard Time (EST) business hours, 8PM - 5AM Philippine

Standard Time (PST) for 8 months and 9 PM - 6 AM PST for four months due to Daylight Savings, with the possibility of periodic. Central European business hours (3 PM - 12 AM PST) after demonstrating consistent proficiency and reliability

● Strong attention to detail

● Excellent written & oral communication

● Strong problem-solving, critical thinking skills

● Ability to juggle and prioritize competing tasks

● Organizational, time-management, and planning skills

● Proactive and inquisitive (e.g., asking questions, learning new skills/technology/software)

● Experience with Microsoft/Google Suite (e.g., pivot tables and filters in spreadsheets)

● Working knowledge of a programming language (ideally Python or R)

Preferred Qualifications

● Self-driven and independent, and also eager to collaborate in a team environment

● Strong documentation/note-taking

● Solutions and process improvement oriented

● Experience with technical software user support

● Experience with client/user interaction/service/support/success

● Experience with cross-functional interactions

● Has enthusiasm, passion, and a positive attitude

We understand that not everyone will meet all the above qualifications on day one. As a team of lifelong learners, we encourage you to apply if you are passionate about the role and want to grow your skills. We are excited to meet people who believe in missions that and can contribute to our team in a variety of ways.

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• Night Differential
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Night Shift
• Work From Home