Note: The job is a remote job and is open to candidates in USA. Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. We are seeking a talented Clinical Research professional to join our Clinical Support team, where you will support customers and internal stakeholders, troubleshoot complex issues, and ensure client success with Veeva Clinical products.
Responsibilities
- Provide global support covering all issues related to the Veeva Clinical products
- Learn about Veeva Clinical products and use that knowledge to ensure client success
- Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
- Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration
- Provide coordinated support for getting new releases and configuration changes into production
- Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds
- Be a client-facing representative of the Development and Product teams
- Document new processes and keep existing documentation and tools up to date as the environment changes
- Interface with engineering, product management, and professional services when necessary
Skills
- Familiarity with Electronic Data Capture technology (University Degree or 3 years relevant experience)
- The desire to learn new soft and technical skills
- Experience working closely across diverse teams
- Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations
- Fluent in English, both written and verbal
- Analytical mindset, a natural problem solver with a hands-on approach
- Ability to communicate effectively through multi-contact channels
- Clinical research system knowledge (eISF, CTMS, EHR, eTMF, EDC)
- Knowledge of Zendesk, Jira, and Confluence
- Support experience in 2nd or 3rd-line product support positions
Benefits
- Medical, dental, vision, and basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
Company Overview