Are you an experienced technical support professional looking to make a meaningful impact in the healthcare industry? RealTime Software Solutions is seeking a Customer Support Specialist II to join our rapidly growing team. If you are passionate about troubleshooting, mentoring, and ensuring high-quality software experiences, this is the perfect opportunity for you.
Job Overview
- Role: Customer Support Specialist II
- Company: RealTime eClinical Solutions
- Employment Type: Full-Time
- Work Setting: Remote
Primary Responsibilities
- Own Tier 2 issue resolution for complex configuration and workflow errors.
- Conduct root cause analysis and document findings in JIRA.
- Act as a technical mentor for L1 Specialists within your pod.
- Facilitate screen-share sessions for complex troubleshooting.
- Ensure full compliance with HIPAA Privacy Rule requirements.
Eligibility Criteria: Required Qualifications
To succeed in this role, you must have at least 3+ years of customer or technical support experience, with at least one year spent in a Tier 2 or advanced support capacity. You must demonstrate an ability to independently investigate complex application issues within a SaaS environment. Furthermore, proficiency in Salesforce (case management) and JIRA (ticketing/project management) is mandatory.
Eligibility Criteria: Preferred Qualifications
While not strictly required, candidates who set themselves apart typically possess 1+ year of experience with RealTime platforms (SOMS, Complion, or Devana). We strongly prefer candidates with a background in clinical trial management, electronic data capture (EDC), or general healthcare IT. Having an associate or bachelor’s degree in clinical research, health sciences, or information technology is considered a significant asset.
Work Environment and Culture
At RealTime, we pride ourselves on being a truly remote and telecommuting company. We foster a culture of technical growth, shared expertise, and continuous improvement. As a member of our team, you won’t just be answering tickets; you will be solving complex problems that help advance medicine and save lives. We prioritize professional development and value diverse backgrounds, offering a supportive environment where your contributions directly influence product quality and customer success.
Why Choose RealTime Software Solutions
Joining RealTime means becoming part of a company that is the standard for a rapidly evolving industry. We offer a robust benefits package, including unlimited paid time off, paid parental leave, and comprehensive health, life, and long-term disability insurance. Our employees also enjoy a 401(k) matching program and a monthly $100 connectivity stipend to ensure you have the best tools for remote success.
Company Culture and Recognition
We believe in rewarding excellence. Beyond our competitive compensation, our team members participate in the Employee of the Quarter Program and receive annual Work Anniversary Bonuses. We value diversity and maintain a strong commitment to equal opportunity, ensuring every team member feels empowered to innovate and contribute to our vision of reshaping the global clinical research landscape.
How to Apply
If you are ready to take the next step in your career and contribute to our mission of simplifying clinical research, we encourage you to apply. Please ensure your application highlights your experience with technical troubleshooting and your ability to mentor peers. We look forward to reviewing your background and seeing how your expertise aligns with our complex, fast-paced SaaS platforms.
| Attribute | Details |
| Company | RealTime Software Solutions LLC |
| Salary | $25 – $31 an hour |
| Key Requirement | 3+ years technical support (Tier 2/SaaS) |
| Location | Remote |
| Application Link | Apply on Company Site |
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Final Encouragement
We are looking for individuals who are not just looking for a job, but a career that saves lives. If you have the technical prowess and the mentorship mindset we need, don’t wait—your future team at RealTime is excited to meet you.
