Customer support agent | Operations

uMotif’s Customer Support team is looking for a UK based Support Specialist who would be responsible for supporting customers during core UK business hours. The role is based remotely in the UK, although the current team is based in both the UK and US and covers the UK, European and US time zones.   In this role, you will provide day to day technical and customer support for our data capture solutions. This includes being responsible for and triaging support tickets as they are received which can vary from assisting our users, making database data changes, producing data reports and extracts, investigating and solving technical issues and supporting your team and the wider business to provide an exceptional support service.   At the core of the role is the ability to interrogate, manage and update captured data using SQL/MYSQL whilst adhering to data privacy and regulated data management guidelines, so we ask for 3+ years of experience providing customer support with at least 2 years demonstrable SQL skills. Serve as the escalation point for support cases including overall triage. Help maintain and support our internal ticketing tools and communication channels. Investigate and resolve 1st, 2nd and some 3rd line support issues. Escalate complex 3rd line support issues if unable to resolve within the team. As a team provide continuous product support during core UK, Europe and US working hours. Work with our third party 1st line support vendor ensuring a seamless support service. Provide support to system users in multiple countries predominantly via email and our support ticketing system, with occasional client calls as needed. Work in harmony with all business departments to ensure a complete support function. Gain knowledge of clinical research workflows to support understanding and context of customer questions. Advocate for customers by tracking and communicating suggestions for software enhancements. Prior technical support experience is preferred, especially in healthcare, life sciences, clinical research or related fields. ~3+ years of experience providing customer support with at least 2 years demonstrable SQL skills. ~ Excellent verbal and written communication skills and the ability to work optimally in a remote team environment. ~ Experience working with and improving support ticketing systems, ideally Jira Service Management. ~ A team player who puts the success of the team first and is motivated by helping clients and finds satisfaction in helping to resolve the issues of others. ~ Any exposure to the following would be a real bonus: Command Line, PHP, Python, CSS, HTML, XML, JSON, Javascript. ~ Jira, AWS, Jira Service Management, Tableau, Slack, Gitlab, iOS & Android environments, MDM, Microsoft Office & GSuite. Unlimited paid holiday allowance after probation ~ Contributory Salary Sacrifice pension ~ Private Health Insurance via Vitality ~ 5x salary Life Insurance ~ Full pay for the first 13 weeks of SMP during maternity leave ~ Salary Sacrifice Cycle scheme ~ Remote working ~ Home office allowance ~ WFH expense contribution uMotif’s mission is to put patients at the centre of research by building data capture solutions people love to use. Designed with patients for patients, the uMotif platform supports data capture for each phase of clinical research across all therapeutic areas. Over 22,000 participants use our applications to track and submit e-consent, symptom, eCOA, ePRO, and wearable device data. With expertise in engaging patients and fast deployments, we work with ten of the top twenty global pharmaceutical companies to power large real-world evidence (RWE) and virtual studies.  Teamwork - Through collaborating with and supporting each other, our customers, and our partners we succeed together.  We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.