User Support Specialist

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 client`s 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.