Academic Research Support Specialist (Medtech)

TL;DR

Academic Research Support Specialist (Medtech): Ensuring academic satisfaction by addressing inquiries, troubleshooting platform issues, and providing guidance to researchers with an accent on platform usage and seamless onboarding. Focus on troubleshooting technical issues, developing knowledge base articles, and collaborating with internal Product and Engineering teams to improve user experience.

Location: Must be authorized to work in the United States; remote flexibility with meeting hours optimized for the Pacific Time zone and a requirement to attend one onsite meeting per year.

Salary: $70,000 – $80,000

Company

hirify.global is a health provider-led data platform dedicated to saving lives with data by enabling researchers to find cures faster and empowering clinicians.

What you will do

• Provide exceptional support, onboarding, and expert guidance on platform usage to academic researchers.
• Serve as the primary point of contact for customer inquiries via email, resolving issues and escalating complex cases.
• Develop and update knowledge base articles, FAQs, and training materials to enhance self-service capabilities.
• Collaborate with Product, Engineering, and Analytics teams to resolve customer concerns and advocate for product improvements.
• Track progress toward renewal goals and other key customer success metrics.

Requirements

• 2+ years of experience in customer support or technical support.
• Must be authorized to work in the United States (no visa sponsorship available for F-1 OPT, H1-B, etc.).
• Ability to align with the Pacific Time zone for ad hoc and recurring meetings.
• Strong problem-solving skills and ability to troubleshoot technical issues independently.
• Excellent written and verbal communication skills with high attention to detail.
• Experience managing multiple projects and deliverables simultaneously.

Nice to have

• Experience with real world data or Electronic Health Records (EHR).
• Proficiency with customer support tools such as ADO, Intercom, or Salesforce.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 401K plan.
• Work/life autonomy through flexible work hours and flexible paid time off.
• Generous parental leave.
• Professional development and continuous learning opportunities.
• Regular virtual and in-person team activities.