4G Careers

Product Support Specialist
Wellesley, MA

Product Support Specialist

Primary Responsibilities:

The Product Support Specialist will provide study support to the delivery team after the study is deployed to production.  The Product Support Specialist is responsible for the following: Perform production study support as directed. Collaborate with the Director or CE in providing support to the CE Associates and the Delivery team to help drive the most professional end user experience in the clinical trial industry. Play a pivotal role in the interrelationships between the Delivery team and CE.

  • Work with Support Associate to provide product support
  • Execute data management activities in accordance with Good Clinical Practice (GCP) and Standard Operating Procedures (SOPs) and Work Instructions (WIs) set forth by 4G Clinical
  • Review study-specific documentation to obtain an understanding of study-specific data processing requirements
  • Perform blinded and unblinded IRT Ops Monitoring, review and query data to ensure the accuracy, quality and integrity of the study
  • Involved with IRT Ops monitoring development, user acceptance testing, etc.
  • Produce study-specific status reports as requested
  • Work with SCEs to develop a library of scripts and perform data reconciliation as defined in the scope of work and/or data management and communications plan
  • Collaborate with Director, SCEs and Delivery team to provide data status updates and resolving data issues
  • Identify and report recurrent study issues to the Customer Support Director, collaborate with Director, SCEs and Delivery team to avoid recurrence of issues whenever possible
  • Support data management activities for multiple study protocols
  • Escalate issues appropriately
  • Ensure required study documentation is created and stored according to (SOPs) and Work Instructions (WIs) set forth by 4G Clinical
  • Ensure accuracy, quality and timeliness of all work completed for study assignments
  • Know the best practices for Customer Excellence
  • Maintain a positive, results oriented work environment, and modeling teamwork, communicating to the team in an open, balanced, and objective manner
  • Strong collaboration skills
  • Show commitment and perform consistent high quality work
  • Work with the Director enhancing data management processes and procedures
  • Ensure communication are properly documented in the JIRA and Event Tracking tool
  • Assist in maintaining product coverage
  • Be available to assist with critical issues during off hours if needed
  • Ability to work in the event of any service outages i.e. power, phone, internet, etc.
  • Participate in client meetings, as required
  • Ability to identify and solve technical problems independently
  • Manage client open requests, and communicate status with all interested parties

Required Experience:

The position requires a minimum of 3+ years data management experience in clinical trial support or equivalent plus, knowledge of IxRS, database structures, CRM, ACD. The following skills are essential; customer service, troubleshooting, issue management, and problem resolution.  The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.  

Education and/or Certification Requirements:

Bachelor’s Degree or equivalent experience in RTSM support or information technology.

Other Skills/Requirements:

  • Excellent communication and listening skills
  • Strong written and verbal communication skills as well as with the ability to facilitate discussion of system requirements with coworkers
  • Motivated to work in a fast paced constantly changing environment
  • Strong organization, multi-tasking and prioritization skills
  • Strong attention to detail
  • Working knowledge of MAC or Windows Applications
  • Valid driver’s license, ability to travel



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