Software Support Specialist (Medtech)

TL;DR

Software Support Specialist (Medtech): Providing technical support for system users in multiple countries with an accent on troubleshooting complex system issues and maintaining clinical trial data integrity. Focus on resolving real-time user issues, optimizing Customer Care processes, and managing data integrations.

Location: Remote-capable within the US. Must be able to work the set shift: 12:00pm-8:00pm PST / 3:00pm-11:00pm EST.

Company

hirify.global provides specialized IRT (Interactive Response Technology) solutions for clinical trials.

What you will do

• Provide technical support to system users globally via telephone and email.
• Troubleshoot and resolve user-reported issues, ensuring clear documentation of all communications.
• Manage and update highly-sensitive production data for clinical trials while maintaining regulatory compliance.
• Investigate, diagnose, and escalate system issues to relevant technical teams.
• Collaborate with cross-functional teams to identify and implement process improvements for Customer Care efficiency.
• Identify and resolve issues related to data integrations, including system errors and inconsistencies.

Requirements

• Must be available for the specific shift: 12:00pm-8:00pm PST / 3:00pm-11:00pm EST.
• Strong computer-operating skills and analytical problem-solving abilities.
• Effective written and verbal communication skills.
• Ability to work independently and manage multiple competing priorities under pressure.
• Attention to detail and a service-oriented attitude.
• Bachelor’s Degree is preferred.

Nice to have

• Prior technical support experience, especially within IRT or related fields.
• Multilingual skills.

Culture & Benefits

• Remote-capable work arrangement.
• Fast-paced and dynamic work environment.
• Opportunity to drive best practices and conceptualize new tools within the support department.