User Support Specialist at Helpware

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Job Summary
The User Support Specialist plays a vital role in ensuring clinical research site users have a seamless experience with Slope’s software platform. This role involves responding to inquiries, troubleshooting technical issues, and providing effective solutions to help users maximize the value of our product. The ideal candidate is customer-focused, technically adept, and capable of delivering prompt, empathetic, and high-quality service.

Responsibilities

• Technical Support: Respond to inbound support requests from clinical research site users, including troubleshooting software issues, resolving user errors, and answering product-related questions.
• Issue Resolution: Diagnose and resolve technical issues effectively, escalating complex problems when necessary. Partner with internal teams to ensure issues are resolved within established SLAs.
• User Communication: Maintain clear, courteous, and professional communication with users, keeping them informed of issue status and resolution progress. Provide step-by-step guidance as needed.
• Documentation: Log all interactions and resolutions in the Intercom system, ensuring accurate and complete records. Update support documentation and FAQs based on recurring user questions or issues.
• Feedback Collection: Gather user feedback on common pain points and areas for improvement, sharing insights internally to drive continuous improvement.
• Product Training: Assist in creating knowledge base articles, video tutorials, and other training materials to support user onboarding and promote self-service.

Qualifications

• Experience: 2-3 years in customer support within a SaaS environment.
• Technical Skills: Comfortable troubleshooting software with the ability to understand and explain technical issues to non-technical users.
• Communication Skills: Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Problem-Solving: Adept at identifying issues and providing effective solutions.
• Attention to Detail: Detail-oriented, with the ability to follow processes accurately and log details consistently.
• Tools: Experience with issue tracking and ticketing systems.

Preferred Qualifications

• Industry Experience: Familiarity with the clinical trial environment.

We Offer

• Medical insurance after the trial period;
• English classes;
• Schedule Mon - Fri 11 am - 8 pm Tbilisi time;
• Corporate training and parties;
• A comfortable office in the center of Tbilisi;
• Equipment provided for work;
• Official employment;
• Opportunities for professional development and career growth;
• Bonuses and motivation systems;
• The option to work fully remotely.