Recruiting for Technical Support - Voice / Blended - Clinical Research / Contract Research Team

Role Summary:
We are seeking a motivated and detail-oriented Technical Support professional with 0-2 years of experience and a B.Des degree to join our Clinical Research / Contract Research team in Pune. This role involves providing voice and blended technical support to internal and external stakeholders, ensuring seamless operations within our cutting-edge clinical research environment. You will be instrumental in assisting users with technical issues, troubleshooting, and maintaining system functionalities.

Key Responsibilities:
- Provide first-level technical support via phone, email, and chat for software applications, hardware, and network issues related to clinical research operations.
- Assist users in understanding and navigating specialized clinical research software and platforms.
- Troubleshoot and resolve common technical problems, escalating complex issues to senior support staff.
- Document support requests, resolutions, and user feedback accurately in the ticketing system.
- Contribute to the creation and maintenance of user guides and knowledge base articles.
- Collaborate with IT and operational teams to identify and address recurring technical challenges.
- Ensure adherence to data privacy and security protocols in all support activities.
- Assist with user account management and system access requests.
- Participate in training sessions to stay updated on new technologies and clinical research processes.