Customer Support Specialist

About The Company McCreadie Group, a Cordance company, is headquartered in Ann Arbor, Michigan, and specializes in delivering innovative web-based software solutions tailored for research pharmacy and residency programs. Established in 2004, the company has a longstanding reputation for providing robust software solutions that enhance healthcare, research, and educational settings. With flagship products such as Vestigo and PharmAcademic, McCreadie Group is committed to driving improvements in quality, efficiency, safety, and compliance within the pharmacy profession. The company’s focus extends to enhancing interoperability and monitoring capabilities, particularly within the clinical trial space, ensuring that clients receive cutting-edge tools and support to meet their evolving needs.

About The Role This is a fully remote position open exclusively to candidates based in the United States. The successful candidate will serve as a key member of the Customer Success team, providing technical support and training to clients utilizing McCreadie Group’s software solutions. You will lead virtual training sessions, ensuring clients are well-versed in the functionalities of Vestigo and other products, and maintain your expertise in research pharmacy practices. Your role will involve collaborating with internal teams to optimize client satisfaction, assisting in testing new product features, and contributing to external communication efforts such as website content, newsletters, and marketing materials. The position requires a proactive approach to resolving client issues, managing multiple support tickets, and continuously enhancing your knowledge of research pharmacy operations and software applications.

Qualifications

• Minimum of 3 years of relevant experience in Research Pharmacy (Investigational Drug Services) at clinical sites
• Experience with the Vestigo application or similar research pharmacy software
• Exceptional communication and interpersonal skills
• Strong organizational skills and attention to detail
• Proficiency in delivering remote training via MS Teams
• Ability to work independently and manage multiple support tickets daily
• Positive, team-oriented attitude
• Based in the United States (remote work requirement)

Responsibilities

• Provide technical support to clients using company tools such as Kayako, Help Center, CRM, phone, and email
• Lead and facilitate engaging virtual training sessions for clients on Vestigo and related products
• Maintain up-to-date knowledge of research pharmacy practices through continuous learning and professional development
• Respond promptly, professionally, and courteously to client inquiries to ensure high satisfaction levels
• Collaborate with internal teams to advise clients on best practices and optimal use of software features
• Contribute to external communications, including website content, newsletters, and marketing materials
• Assist in testing new product releases and features alongside Customer Success and Development teams
• Track, document, and resolve client issues based on feedback and support tickets

Benefits

• Comprehensive health and wellness coverage starting from the first day of employment
• Retirement savings options including 401K with matching for US employees and RRSP with matching for Canadian employees
• Flexible paid time off to support work-life balance
• Paid parental leave of 12 weeks for all employees
• Monthly stipend to support remote work needs, including phone and internet expenses
• Generous holiday schedule and paid time off during holidays

Equal Opportunity

Cordance and its affiliated companies are committed to creating an inclusive environment and are proud to be equal employment opportunity employers. We do not discriminate based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. We ensure reasonable accommodations are provided for qualified individuals with disabilities.