{"id":1644339,"url":"https://alion.io/job/realtime-eclinical-customer-support-specialist","title":"Customer Support Specialist","company":{"id":3796602,"name":"RealTime eClinical Solutions","domain":"realtime-eclinical.com","url":"https://alion.io/company/realtime-eclinical","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-28T17:00:00Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-12T07:00:55Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":44},"description":"“Be part of a company that is influential and the standard for a rapidly evolving industry!”\nWHO ARE WE?\nRealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.\nOur Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company.\nWHAT ARE WE LOOKING FOR?\nThe Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue-owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement.\nWHAT WILL YOU BE DOING?\nTICKET & QUEUE MANAGEMENT\nServe as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines.\nDocument all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained.\nResolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.\nMonitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach.\nCUSTOMER-FACING SUPPORT\nProvide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion).\nGuide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows.\nSchedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices.\nProactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction.\n QUALITY & COMPLIANCE\nMaintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities.\nFollow all established support procedures, escalation paths, and knowledge base protocols consistently.\nContribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides.\nParticipate in team huddles, training sessions, and calibration exercises to maintain quality and consistency.\nCOLLABORATION\nCommunicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues.\nShare observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops.\nRepresent RealTime professionally and courteously in all customer and internal interactions.\nWHAT DO YOU NEED?\n2+ years of customer service or technical support experience in a SaaS or software environment.\nExperience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.\nDemonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.\nExceptional written and verbal communication skills with a professional, customer-first demeanor.\nComfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.\nStrong organizational skills-able to manage a multi-item queue, prioritize competing demands, and follow up reliably.\nHigh School Diploma or equivalent required.\nWHAT SETS YOU APART?\nFamiliarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms.\nAssociate or bachelor’s degree in a related field.\nWHAT IS IN IT FOR YOU?\nThe company sponsors health insurance, long-term disability, and life insurance.\nUnlimited Paid Time Off.\n10 paid Holidays.\nPaid Parental Leave.\nWork Anniversary Bonus.\nParticipation in the Employee of the Quarter Program.\nMonthly $100 Connectivity Stipend Reimbursement.\nRealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.\nAll successful candidates must complete and pass reference and background checks.\nThe desired salary must be indicated for the application to be considered.\nThe pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.\nEqual Opportunity Employer - RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.\nYour Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility.\nThank you for your interest in RealTime eClinical Solutions.","description_format":"text","description_chars":5345,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance","Life insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Clinical Trial Services (CRO)","Clinical Trial Software"],"lifecycle":[{"event":"open","at":"2026-10-01T23:00:30Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.555,"p_room":0.45,"age_days":44,"expected_fill_days":24,"reasons":["conf:5","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/realtime-eclinical-customer-support-specialist","json_url":"https://alion.io/job/realtime-eclinical-customer-support-specialist.json","meta":{"generated_at":"2026-10-12T16:39:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3796602},"rest":"https://alion.io/mcp/rest/get_company?id=3796602"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frealtime-eclinical-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frealtime-eclinical-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frealtime-eclinical-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/realtime-eclinical-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frealtime-eclinical-customer-support-specialist"}]}