Technical Consultant (eCOA)

TL;DR

Technical Consultant (eCOA): Serve as primary escalation point for complex eCOA support issues and maintain eCOA systems for clinical trials with an accent on troubleshooting, risk mitigation, and coordination with clients and vendors. Focus on implementing system change controls, process improvements, and creating training materials for customer care and users.

Location: Conshohocken, Pennsylvania

Company

Global clinical trial technology company providing software for oncology, CNS, and rare disease studies.

What you will do

• Act as escalation point for Customer Care on complex eCOA issues, troubleshoot, resolve, and create Product Support Requests.
• Maintain eCOA systems, oversee support processes, identify risks, and collaborate with clients and vendors.
• Lead implementation of eCOA bugfix change controls and coordinate with Product Development.
• Update study FAQ documents and maintain eCOA training materials including manuals and videos.
• Analyze support trends, identify root causes, and implement solutions with project and service teams.
• Provide feedback to product team on new features and assist with user support and staff training.

Requirements

• Bachelor's degree or equivalent experience.
• At least 1 year of experience in eCOA/IRT or related field preferred.
• Strong interpersonal and communication skills.
• Time management and organizational skills.
• Analytical thinking and ability to troubleshoot technical systems.
• Creative problem solving and attention to detail.