As a Junior Customer Support Specialist, you will play a crucial role in ensuring customer satisfaction by providing effective and timely user access management and platform administration assistance. This position involves learning of Access Management processes, supporting clients and internal teams in user access and study set up in the different CluePoints applications and assisting CluePoints Operations in other platform and user set up activities.
The Customer Support Specialists will collaborate with and assist internal teams to deliver high-quality support and contribute to the efficient setup of our internal and external users.
RESPONSIBILITIES
- Level 1 support in the CluePoints Helpdesk handling all Access Management and Administration related activities for the CluePoints applications (~60% of the incoming tickets). Ensure adherence to service level agreements (SLAs) for response times and request resolution.
- Maintain a high level of customer satisfaction by delivering fast, high-quality, and courteous customer support.
- Manage access for internal (CluePoints staff) and external (client) users to the CluePoints applications. This includes creating user accounts, setup of user privileges, granting study access to users, creating studies, managing, and configuring organization settings in the platforms.
- Perform all access management activities following established Quality Assurance processes and documentation, ensuring our compliance during frequent audits.
- Investigate, escalate, and resolve issues and questions related to user access reported to the CluePoints Helpdesk, focusing on delivering an effortless support experience for our customers.
- Gain basic knowledge and understanding of the CluePoints applications and their environments.
- Develop foundational knowledge and skills related to Access Management procedures and activities, including user access privileges in the different applications.
SKILLS
- Excellent written and oral communication.
- Attention to detail is key.
- Possess excellent interpersonal skills to interact consistently and effectively with customers, technical staff, project team members.
- Understanding and adhering to complex procedures
- Customer centric and a proactive mindset. Ability to adapt/respond to different types of characters and cultures. Commitment to deliver high-quality support to our clients.
- Problem solving mindset and solution oriented.
- Team collaboration is crucial in this position – team player attitude is key. Will collaborate closely with more senior members of the team.
- Ability to multi-task, prioritize, and manage time effectively.
EXPERIENCE
- Entry-level position
- Experience in a customer support role in a technology-driven environment is a plus.
- Experience in user management is a plus.