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Product Support Specialist

Location: Madison, Wisconsin

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Forte Research Systems is an industry leader providing technology solutions to manage clinical and translational research. We develop and market specialized clinical trial management systems for both small to mid-size research sites as well as academic medical centers, cancer centers, and healthcare systems.

As a member of the team, you will provide support and training to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and systems administration teams. An ability to quickly master the complexities of our clinical research management platform will be essential in this role. This role consists of 80% customer support and 20% training.

Primary Job Duties

  • Become a software expert in your assigned software application(s)
  • Develop an understanding of customer processes and standard operating procedures
  • Interact with customers, via phone or e-mail, to provide responses to inquiries and troubleshoot issues by evaluating and analyzing the symptoms
  • Document cases and customer interactions using issue tracking system
  • Demonstrate responsiveness and sense of urgency in all customer interactions
  • Research issues by collaborating with other internal resources when a solution is not readily available
  • Serve as a liaison between the customer and the software development team to resolve issues
  • Ability to travel up to 15%

Additional Job Responsibilities

  • Advocate for customers by coordinating and communicating suggestions for software enhancements
  • Identify, escalate and/or redirect priority issues to others as needed
  • Stay current with application updates and demonstrate product expertise
  • Conduct training programs for customers and internal team members for groups ranging from one-on-one sessions to 20+ attendee classroom environments
  • Provide product demonstrations to support the needs of the existing customer base and the business development team

Skills and Qualifications

  • Bachelor's degree candidates ideal
  • Proficiency with MS Office (Word, Excel and PowerPoint)
  • Effective communication skills, including listening, writing, and speaking
  • Strong time management skills and ability to effectively manage multiple priorities
  • Strong analytical, problem-solving, and interpersonal skills
  • Ability to translate customer requirements into product functionality and design
  • Ability to work independently and integrate into a team environment
  • Experience providing customer support for software applications
  • Experience conducting training for existing customers or prospects
  • Ability to lead training sessions with confidence
  • Previous experience within software industry or clinical research is preferred


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