Clinical Site Technical Support Associate in Cambridge

We are seeking a Clinical Site Technical Support Associate to join our Clinical Operations team at Qureight. In this role you will be responsible for providing technical support to site users to help them overcome issues faced when interacting with Qureight products, especially the Qureight Imaging Platform.

Working with site managers, you will directly interact with clinical trial site staff to help understand, diagnose, troubleshoot, track and resolve technical issues experienced with the Qureight Imaging Platform. You will be responsible for ensuring issues are appropriately followed up to prevent recurrence as appropriate. You will be a natural communicator, with an eye for detail and an ability to translate technical information into user-friendly support.

The Qureight Imaging Platform is key for the delivery of our imaging CRO services, and it is essential that users have a positive experience engaging with it. This role is therefore crucial in building, maintaining and furthering our reputation for putting sites and users first and providing a best-in-class clinical trial imaging vendor experience.

Responsibilities:

• Deliver technical support to clinical trial site users who engage and experience issues with the Qureight Imaging Platform.
• Be responsible for issue management for all delegated site user issues.
• Clear and consistent proactive communication with site users for the duration of their issue – from reporting to resolution.
• Providing the same high level of technical support to other external users – for example Sponsor or CRO as appropriate.
• Become the technical issue resolution expert at Qureight.
• Appropriately diagnose, record, troubleshoot and resolve issues in line with expected workflows.
• Work closely with Clinical Site Managers and Data Managers to resolve technical issues efficiently and accurately.
• Work closely with the Product team to drive user-facing and user experience improvements to iterate the Platform and prevent issue reoccurrence.
• Deliver all technical support activities to a high standard and in line with Qureight SOPs and in accordance with Good Clinical Practice (GCP) guidelines and all relevant regulations, including ISO27001 standards and data privacy regulations.
• Bring previous customer support experience to influence and drive Qureight process improvement.
• Support Data Management and Site Management activities as necessary, providing backup cover especially for customer-facing aspects (e.g. data query resolution and site user onboarding).
• Support general Clinical Operations process improvement.

What we need:

• Previous experience in technical customer support or similar customer-facing role is essential.
• Demonstrated ability to cultivate and maintain key stakeholder relationships, both internally and externally, including with clinical trial site (hospital) IT teams.
• Strong interpersonal skills with a high proficiency in written and verbal communications.
• Evidence of a can-do attitude with a tenacity and drive to achieve objectives.

Even better if:

• Experience in technical user support in the context of clinical trial site management is highly desirable.
• Previous experience working with clinical trial imaging or clinical data management user support.
• Knowledge or experience of user experience best practice in relation to websites/online platforms/applications.
• Knowledge of ICH Good Clinical Practice (GCP) with evidence of recent training.
• Experience working within a Quality Management System (QMS), e.g., ISO 9001, ISO 13485.
• Knowledge of relevant clinical trial regulatory, compliance and industry standards, e.g. 21 CFR Part 11.
• Track record of working effectively and problem-solving in a highly technical and innovative environment, demonstrating a good attention to detail.

What can you expect from us:

• A comprehensive benefits package that includes an annual bonus plan, private medical insurance, life insurance, and a contributory pension scheme.
• 25 days annual leave, plus bank holidays and enhanced maternity leave.
• A diverse work environment that brings together experts in many fields, including software engineering, devops, data science, machine learning, quality assurance, regulatory affairs, and clinical operations.

Everyone is welcome at Qureight. We are an equal opportunities employer and encourage applications from all suitably qualified candidates regardless of age, disability, ethnicity, sex, gender reassignment, religion or belief, sexual orientation, marriage and civil partnership, or pregnancy and maternity. Women and other underrepresented groups may be less likely to apply for a role unless they meet all or nearly all of the requirements. If this applies to you, we still encourage you to apply – you may be a great fit, even if you don’t meet every qualification. We’d love to hear from you. If you require any adjustments to the application or selection process, please let us know. We will be happy to support you.