Customer Support Specialist II (Remote)

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.

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Job Overview

• Role: Customer Support Specialist II
• Company: RealTime eClinical Solutions
• Employment Type: Full-Time
• Work Setting: Remote

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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.

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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.

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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.

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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.