Job Overview

job title: customer care / technical support specialist - saas, edc, veeva, rave, oracle edc, clinical trials, clinical research, medical research, healthcare, pharmaceutical, life sciences, edc builds, study builds, restful apis, soap , technical customer support, software, software support, troubleshooting technical issues, jira, dynamics, system integrations issues, root cause analysis,

location: india / asia / eastern europe

department: customer support / technical support

full time, remote position shift hours 11pm - 7am (23:00 to 7:00) eastern usa hours.

about redcap cloud

redcap cloud empowers patient-centered clinical research to advance discoveries, commercialize therapeutics and devices, and establish new standards of care based on real-world evidence. through our redcap cloud suite of products and services, we serve clients and partners worldwide including life science companies, contract research organizations (cros), academic research centers, integrated health systems, government agencies and foundations. now is an exciting time to join us as we are experiencing tremendous growth. for more information on redcap cloud please visit

position overview:

we are seeking a knowledgeable and customer-focused customer care / tech support specialist to join our team. in this role, you will provide expert support to customers using our electronic data capture (edc) saas solutions. you will be the 1 st resource for troubleshooting technical issues, answering product inquiries, and ensuring that our production clients have the highest level of satisfaction while using our software products.

as a customer care / technical support specialist, you will interact with customers, troubleshoot complex issues, collaborate with operational and development teams to research and resolve system bugs, and ensure that responses meet contractual service level agreements. your expertise and customer-centric approach will directly contribute to the overall success and retention of our clients. the successful candidate is a self-starter and works independently to ensure company and customer success.

key responsibilities for the customer care / technical support specialist:

• provide technical support: conduct root cause analysis, diagnose and resolve complex issues related to cloud edc and reporting systems such as: study design and data capture challenges, and system integrations issues, with a focus on providing fast, effective, and professional solutions.
• customer communication: communicate effectively with customers via phone, email, and chat to understand their issues, provide status updates, and resolve inquiries. maintain clear and professional communication throughout all stages of issue resolution internally and externally.
• escalation support: support escalation efforts by ensuring that customer issues are addressed promptly and to the customer's satisfaction. assist in identifying recurring issues and collaborate with leadership to follow the appropriate escalation pathways for resolution both internally and externally.
• software and system knowledge: maintain a deep understanding of the company's product suite, including user interfaces, integration points, and reporting tools. stay updated on new features, releases, and industry best practices.
• documentation: contribute to the development of internal knowledge bases, help articles, and training materials for customers and internal staff.
• service level adherence: ensure compliance with metrics for response and resolution times. track and monitor open cases to ensure they are closed within the agreed timeframes.
• customer feedback: collect and relay customer feedback to product and development teams to help improve software features, functionality, and usability.
• software releases and updates: inform customers of the risks and benefits with software updates and patches specific for their use cases.

we are looking for a customer care / technical support specialist with the following skills & experience:

• bachelor's degree in computer science, information technology, life sciences, or related field (preferred).
• previous clinical trial edc experience (preferably - veeva, rave, or oracle edc) and/or reporting experience (preferably jreview, spotfire, jupyter labs, sql).
• familiarity with common troubleshooting tools and technologies (e.g., jira, dynamics, etc.).
• familiarity with microsoft office products (e.g. office, excel, powerpoint, dynamics)
• nice to have -
• understanding of web technologies and web services (e.g., restful apis, soap, etc.).
• experience with understanding database technologies (java, python, sql, for example) and troubleshooting issues related to cloud-based software systems.
• excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences and vice versa.
• strong problem-solving skills, customer-centric mindset, ability to multitask, prioritize, and manage a high volume of requests

why join us & benefits:

• be part of a cutting-edge saas company in the edc space with a commitment to innovation.
• work with an experienced and supportive team dedicated to delivering exceptional service.
• benefits: health, dental & vision insurance, paid time off, at will leave, parental leave, 401(k), flexible schedule, brand new it equipment, 100% remote working.

if you have a strong blend of the industry knowledge, skills & experience required for this role, we'd love to hear from you! please send us an up-to-date copy of your cv for immediate consideration.

nphase, inc. is an equal opportunity employer. please note all offers are subject to satisfactory completion of a background check. applicants must possess current and valid employment authorization and visa for the country in which they work; sponsorship is not available for this position.