Key Solutions Careers

Job DescriptionBack

Position Title :
Customer Support Associate – Software Applications
Position Type :
Full-time
Department :
Implementation
Reports to :
Director, Customer Support
Salary Range :
Based on Experience
Job Location :
2803 Lakeview Court,
Fremont, CA 94538

Position Summary

You love to work with customers…you know what it takes to create an incredible customer experience and satisfaction…you excel at effectively setting and managing customer expectations… you have a passion to help them and solve their problems. You are incredible and create the feeling that you are the person to go to…you can multitask across customers and analyze and resolve their technical issues by working closely with Customer Experience and Success (CES), Engineering and Quality Assurance organizations to facilitate understanding, isolate, and resolve problems.

Major Responsibilities:

  • Provide application support for clients via telephone, email, and web conferencing.
  • Retain ownership of open cases. Follow up with customers frequently with current updates until a resolution is reached.
  • Develop strong working relationships and coordinate with cross-functional partners.
  • Maintain strong customer rapport and excellent, timely communication.
  • Assist with software installation, configuration, and customization.
  • Ability to understand and articulate technical concepts and drive solutions.
  • Develop training materials and train customers.
  • Document Customer Support calls and interactions and generate reports and metrics for management along with recommendations.
  • Proactively stay up to date with the latest trends concerning the company’s products and the underlying technologies.
  • Recommend new features and functionalities based on customer interactions.
  • Exhibit an advanced working knowledge of each Clinical application as well the platforms or operating systems utilized.
  • Assist Quality Assurance with testing program changes, new releases, or user documentation.
  • Make on-site customer visits to assist with new customer transition or to install new Key Solutions releases.
  • Must have ability to work a flexible schedule and is required to participate in on-call rotation, which includes nights, weekends and holidays.
  • Work across multiple time zones with remote team members
  • Perform other duties as deemed necessary to provide quality service to the clients.
  • 25+% travel may be required.

Qualifications

  • Bachelor’s degree or equivalent preferred
  • Minimum of 3 years of customer and technical support with demonstrated problem resolution skills.
  • A passion to take care of customers and providing excellent customer support
  • Excellent communication skills (verbal and written).
  • Ability to work independently and with minimum supervision in a fast-paced environment
  • Ability to understand and articulate technical concepts and drive solutions.
  • Ability to work with remote team members.
  • Training experience is highly desirable.
  • Domain knowledge related to clinical research in academic, pharmaceutical, and hospital environments is a plus.
  • Experience with software products is a plus
  • Must have ability to work a flexible schedule and is required to participate in on-call rotation, which includes nights, weekends and holidays

Application Submission

Apply