Customer Care Specialist (IRT)

TL;DR

Customer Care Specialist (IRT): Providing technical support and resolving complex system issues for clinical trial users with an accent on data integrity and regulatory compliance. Focus on troubleshooting IRT requirements, managing competing priorities in a fast-paced environment, and driving process improvements within the Customer Care department.

Location: Remote-capable role, must be available for a set shift of 12:00pm-8:00pm PST / 3:00pm-11:00pm EST.

Company

hirify.global is a global clinical trial technology company that specializes in interactive response technology (IRT) to support complex clinical trials.

What you will do

• Provide technical support to system users globally via telephone and email.
• Troubleshoot and resolve user-reported issues related to complex IRT requirements.
• Maintain production data for clinical trials while ensuring regulatory compliance and trial integrity.
• Diagnose and escalate system issues to relevant cross-functional teams.
• Identify and implement process improvements to enhance efficiency and quality.
• Document all communications and manage multiple requests with competing priorities.

Requirements

• Must be available for the set shift of 12:00pm-8:00pm PST / 3:00pm-11:00pm EST.
• Strong computer-operating skills and attention to detail.
• Proven ability to solve problems independently with little to no supervision.
• Excellent written and verbal communication skills.
• Friendly, service-oriented attitude and ability to work under pressure.

Nice to have

• Bachelor’s degree.
• Prior technical support experience, especially in IRT or related fields.
• Multilingual skills.

Culture & Benefits

• Fast-paced, dynamic work environment.
• Opportunity to work on critical clinical trial systems.
• Focus on professional growth and process innovation.
• Equal Employment Opportunity employer.