Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET)

**Company Information** Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic\-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience. **Job Description** Clinical Ink is seeking a **Product Support Analyst I** to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. **This specific position will have working hours from Sunday to Thursday; 8:00 PM \- 5:00 AM ET**. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer\-focused support position. The Product Support Analyst I's responsibilities include: * Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets * Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes * Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP) * Provide exceptional tier I product support and solutions to external users’ problems and requests * Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution * Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally * Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented * Collaborate with colleagues and Management to continuously improve and ensure a remarkable end\-user experience * Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how\-to articles, and other documents * Work with and as a team, to provide world class support to end users and customers **Qualifications** * Associates degree and at least 2 years’ experience in a busy, product and customer\-focused IT support role providing phone and written end\-user support, or equivalent experience * Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET * Experience providing end\-user support in life sciences or healthcare preferred * Proven ability to solve problems in a logical, quick, and efficient manner * Ability to learn a variety of technical topics and new tools quickly, including how systems function \& the roles they