RealTime eClinical Solutions 美国职位：客户支持专员 | LinkedIn

The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement.

2+ years of customer service or technical support experience in a SaaS or software environment. Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. Exceptional written and verbal communication skills with a professional, customer-first demeanor. Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably. High School Diploma or equivalent required.

The company sponsors health insurance, long-term disability, and life insurance. Unlimited Paid Time Off. 10 paid Holidays. Paid Parental Leave. Work Anniversary Bonus. Participation in the Employee of the Quarter Program. Monthly $100 Connectivity Stipend Reimbursement. RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective.