ECOA Participant Support Specialist - Customer Care

***This opportunity is 2nd shift and will require you to work the hours of 4pm - Midnight, Monday - Friday, regularly.***

Ready to Kickstart Your Career in a Remote First Environment?

Join Suvoda and become part of a team that’s passionate about innovation and making a real impact on human lives. As a Technical Support Trainee, you will receive extensive training, mentorship, and hands-on experience to boost your professional growth and career prospects.

What Makes Suvoda a Great Place to Work?

Here are just a few highlights:

• Remote Work Opportunity: Enjoy the flexibility of working from anywhere in the country.

• Industry Insight: Get hands-on experience with the software and tools used in clinical trials at one of the most innovative companies in the eClinical field.

• Networking & Professional Growth: Build your professional network, enhance your CV, and gain references that can support your career.

• Skill Development: Learn the most utilized methodologies, technologies, and tools in the field while acquiring experience in a professional work environment.

What to Expect?

As an eCOA Participant Support Specialist, you will collaborate with a dynamic, quality-driven team focused on delivering an excellent participant experience. You will work closely with global clinical trial participants and internal cross-functional teams, playing a key role in ensuring smooth use of eCOA tools, devices and data systems throughout the study lifecycle.

This role offers the opportunity to build hands-on experience in clinical technology support, customer care and data-sensitive environments, while making a real impact in the world of clinical research.

Responsibilities:

***This opportunity is 2nd shift and will require you to work the hours of 4pm - Midnight, Monday - Friday, regularly.***

• Provide support to trial participants globally via telephone and email, promptly addressing inquiries related to eCOA tools and systems.

• Clearly document all communication with end-users in support ticketing system.

• Troubleshoot technical and user experience issues, providing clear solutions and guidance based on established protocols and best practices.

• Collaborate with internal cross-functional teams to resolve device, software, or data transmission issues, escalating cases as necessary for timely resolution.

• Work well under pressure in a fast-paced dynamic environment with short resolution times.

• Manage multiple requests with competing priorities and reprioritize as needed.

• Add and update highly sensitive production data.

• Follow standard operating procedures for protecting sensitive data.

• Conceptualize and drive best practices in Customer Care.

• Monitor and follow up on open cases, ensuring resolutions meet service-level agreements and achieve user satisfaction.

• Handle eCOA related and other eClinical data entry.

• Perform other related duties as required.

Requirements:

• Bachelor’s Degree preferred

• Computer-operating skills

• Friendly, service-oriented attitude

• Written and verbal communication skills

• Attention to detail

• Ability to identify and solve problems in an efficient and effective manner

• Ability to work independently with little to no supervision

• Ability to take initiative to use resources to investigate issues and present solutions

• Prior technical support experience preferred, especially in IRT or related field

• Prior experience working with sensitive data preferred

• Multilingual skills preferred

We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert.

As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you are based in California, we encourage you to read this important information for California residents linked here.