Product Support Specialist II

Roles & Responsibilities
• Become proficient in Advarra’s product suite, integrations, and customer use cases
• Understand customer workflows, SOPs, and clinical research processes
• Provide customer support via email, chat, and ticketing systems
• Troubleshoot complex issues and coordinate with cross-functional teams for resolution
• Act as an escalation point and customer advocate during critical issues
• Build strong, trust-based relationships with customers
• Demonstrate product updates and new features to customers
• Collect and communicate customer feedback and enhancement suggestions to product teams
• Support product demonstrations for customers and business development teams
• Maintain high responsiveness and urgency in all customer interactions

Qualification
• High School Diploma (mandatory)
• Bachelor’s degree or equivalent relevant experience (preferred)

Experience
• 3–5 years of experience in customer support
• Prior experience in software industry or clinical research preferred
• Experience supporting Australia-based customers is an advantage

Skills
• Strong verbal and written communication skills
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Excellent problem-solving and analytical skills
• Ability to manage multiple priorities effectively
• Strong interpersonal skills and customer-focused mindset
• Ability to work independently and within a team

About the Organization
Advarra is a global leader in clinical research technology and services, aligning patients, sites, sponsors, and CROs within a connected ecosystem to accelerate clinical trials while upholding the highest standards of ethics, quality, and patient-centricity.