Remote Customer Support Specialist

The Role

uMotif’s Customer Support team is looking for a UK based Support Specialist who would be responsible for supporting customers during core UK business hours. The role is based remotely in the UK, although the current team is based in both the UK and US and covers the UK, European and US time zones. In this role, you will provide day to day technical and customer support for our data capture solutions. This includes being responsible for and triaging support tickets as they are received which can vary from assisting our users, making database data changes, producing data reports and extracts, investigating and solving technical issues and supporting your team and the wider business to provide an exceptional support service.

At the core of the role is the ability to interrogate, manage and update captured data using SQL/MYSQL whilst adhering to data privacy and regulated data management guidelines, so we ask for 3+ years of experience providing customer support with at least 2 years demonstrable SQL skills.

What will you do?

• Serve as the escalation point for support cases including overall triage.
• Help maintain and support our internal ticketing tools and communication channels.
• Investigate and resolve 1st, 2nd and some 3rd line support issues.
• Escalate complex 3rd line support issues if unable to resolve within the team.
• Ensure issues are responded to within predefined company SLAs.
• As a team provide continuous product support during core UK, Europe and US working hours.
• Work with our third party 1st line support vendor ensuring a seamless support service.
• Provide support to system users in multiple countries predominantly via email and our support ticketing system, with occasional client calls as needed.
• Build professional rapport with internal and external clients by demonstrating empathy and strong communication skills and clearly document all communication with system users.
• Follow up with customers to ensure full resolution, providing timely updates of progress along the way.
• Become proficient in core applications in the uMotif product suite and share this knowledge with all other internal cross-functional teams as necessary.
• Work in harmony with all business departments to ensure a complete support function.
• Promote good practice and contribute towards knowledge sharing and process documentation.
• Develop an understanding of customer processes and standard operating procedures.
• Gain knowledge of clinical research workflows to support understanding and context of customer questions.
• Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly.
• When a solution is not readily available, collaborate with other internal resources.
• Demonstrate responsiveness and sense of urgency in all customer interactions.
• Advocate for customers by tracking and communicating suggestions for software enhancements.
• Perform other job-related duties as assigned.

What you need to succeed

• Prior technical support experience is preferred, especially in healthcare, life sciences, clinical research or related fields.
• 3+ years of experience providing customer support with at least 2 years demonstrable SQL skills.
• Excellent verbal and written communication skills and the ability to work optimally in a remote team environment.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends.
• Excited by firefighting and a real passion for solving technical problems.
• Experience working with and improving support ticketing systems, ideally Jira Service Management.
• Committed to working within a team that promotes the uMotif culture.
• Thrives in a fast-paced, dynamic environment.
• A team player who puts the success of the team first and is motivated by helping clients and finds satisfaction in helping to resolve the issues of others.
• A resourceful problem-solver who seeks out effective and efficient solutions.
• Strong time management skills and ability to effectively manage multiple priorities.
• Experience working within regulated environments, for example GDPR, GCP from our products to our business decisions.
• Teamwork - Through collaborating with and supporting each other, our customers, and our partners we succeed together.
• Innovation - We work innovatively to design, build, and deliver engaging technology.

uMotif is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We want everyone at uMotif to be comfortable bringing their true self to work. That means acknowledging your personality, including the quirky bits, and bringing your interests, hopes, dreams, and even fears with you is fine, even if they don't seem relevant to your work.