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- Tasks: Lead client support for the RTSM application and manage troubleshooting requests.
- Company: Join a forward-thinking company dedicated to improving clinical trials.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real difference in clinical studies while developing your skills in tech support.
- Qualifications: 3+ years in software application support and strong customer service skills.
- Other info: Collaborative team environment with a focus on innovation and excellence.
The predicted salary is between 36000 - 60000 £ per year.
The Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Support Project Lead is responsible for the following:
- Customer Support
- Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical's Prancer RTSM® application, responsible for the client's overall support experience.
- Manage sponsor emails, providing support for troubleshooting and requests.
- Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed.
- Lead client support meetings to discuss study RTSM health and open requests.
- Provide training and guidance on the use of the application.
- Primary liaison with Client Directors for support, providing updates on sponsor and study health.
- System Support
- Identify and solve technical problems.
- Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.
- Configure the RTSM application for system enhancements and fixes.
- Perform System Validation of configuration updates.
- Lead User Acceptance Testing with the sponsor for system updates.
- Ensure proper documentation in specifications, support documents and JIRA.
- Support Operations
- Manage client open requests and communicate status with all interested parties.
- Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality and in a timely manner.
- Act as escalation point for Study Analysts (SAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration change, data change and user contact questions.
- Escalate sponsor requests, issues and feedback to appropriate teams.
- Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.
- Provide study-specific reporting and status updates as needed.
- Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner.
The position requires a minimum of 3 years of software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.
Education and/or Certification Requirements
The candidate must possess a bachelor's degree or experience in RTSM support or information technology.
RTSM Study Project Lead - Level 1 in Nottingham employer: 4G Clinical LLC
Contact Detail:
4G Clinical LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land RTSM Study Project Lead - Level 1 in Nottingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the clinical trial space and let them know you're on the hunt for a Study Project Lead role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your RTSM knowledge. Familiarise yourself with common troubleshooting scenarios and be ready to showcase your problem-solving skills. We want to see you shine as the expert in 4G Clinical's Prancer RTSM® application!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
✨Tip Number 4
Apply through our website for the best chance at landing that job! We love seeing applications come directly from motivated candidates like you. Make sure to highlight your customer service experience and any relevant software support skills in your discussions.
We think you need these skills to ace RTSM Study Project Lead - Level 1 in Nottingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with software application support, especially in clinical trials. We want to see how your skills align with the RTSM role, so don’t hold back on showcasing relevant projects!
Show Off Your Customer Service Skills: Since this role is all about client support, emphasise your customer service experience. Share examples of how you've handled troubleshooting and resolved issues in the past. We love seeing candidates who can communicate effectively and keep clients happy!
Be Detail-Oriented: Attention to detail is key in this position. When you’re filling out your application, double-check for any typos or errors. We appreciate candidates who take the time to ensure their application is polished and professional.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at 4G Clinical LLC
✨Know Your RTSM Inside Out
Make sure you’re well-versed in the Prancer RTSM® application. Familiarise yourself with its features, common issues, and troubleshooting techniques. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer support. Highlight how you managed client expectations, resolved issues, and maintained a positive relationship. This is crucial since you'll be the primary contact for sponsors post-go-live.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you identified and solved technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and ability to collaborate cross-functionally.
✨Emphasise Teamwork and Communication
Since this role involves liaising with various teams, prepare to talk about your experience working in a team environment. Share how you’ve communicated effectively with colleagues and clients, and how you’ve contributed to a positive work atmosphere.
