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    Technical Support Lead - Boston, United States - Altoida, Inc.

    Altoida, Inc.
    Altoida, Inc. Boston, United States

    2 weeks ago

    Default job background
    Description
    Altoida is a pioneer in developing digital biomarkers of neurological disease using augmented reality and machine learning.

    Our technology platform is designed to enable an objective evaluation of an individual's neurological health, allowing for more accurate patient selection and stratification for clinical trials, as well as sensitive monitoring of disease progression.

    Altoida's mission is to provide life sciences companies with actionable insights using real-world data to increase the success rate for novel therapeutics, and usher in a new era of precision neurology using digital biomarkers.

    Our proprietary evidence-based platform is founded on more than 20 years of scientific research and published in multiple peer-reviewed papers including Nature Digital Medicine.

    For more information, visit

    . Follow us on Twitter

    @altoida.

    Altoida's culture is united around six core principles:

    • Patient-First
    • Open Communication
    • Collaborative
    • Reliable
    • Embrace Positive Change
    • Think and Build at Scale
    Your Work at Altoida
    As a Technical Support Lead at Altoida, you will lead the team with direct responsibility for
    supporting our customers with any questions or issues they may have. As the team lead, you
    will have some hands-on responsibilities for direct engagement with customers while also
    driving functional improvements
    This role supports key stakeholders – both internally and externally. This role is highly visible,
    with an emphasis on white-glove customer service, issue resolution, root cause research, risk
    management and effective communications.
    Responsibilities


    Manage issue resolution utilizing the proper escalation process ensuring all customer inquiries receive responses in a timely and accurate manner.

    Proficiently communicate technical resolutions to non-technical personnel

    Direct supervision:
    manage, coach, and ensure proper training and development of all team members.

    Work as a team member to provide direct support for product, application, and performance questions received from direct customers and internal Altoida employees.

    Formally manage the Complaint process to ensure we are compliant with regulations and addressing customer concerns

    Consistently guide the team to prompt issue resolution and continuously demonstrate professionalism while maintaining a keen sense of quality and the customer experience.

    Oversee the continuous improvement and achievement of department KPIs and
    S.M.A.R.T. goals which define service levels and standards
    Conduct "customer focused" user acceptance testing for new releases
    Collaborate with the Product & Engineering teams on user issues, application bugs, and enhancement requests

    Participate in service improvement projects and initiatives, including providing guidance on the application and processes developed at Altoida that directly affect customers.

    Develop an understanding of the needs of customers, study teams, sites and trial participants, as well as internal cross-functional teams at Altoida
    Desired Skills & Experience

    Master's Degree in a related field OR Bachelor's Degree with extensive, relevant job experience may be considered.
    Minimum of five (5) years experience in Supervision, Help Desk, Customer Support, or Technical Support
    Experience in the pharmaceutical/biotechnology industry, or related technology fields preferred
    Six Sigma, PMI certification and / or other project management qualifications desired
    Proven proficiency in standard support tools, with familiarity of Jira, SmartSheet, MS
    Projects,

    or various other tools
    Excellent interpersonal skills and ability to foster internal and external relationships.
    Exposure to decentralized clinical trials highly advantageous
    Experience with global projects, with ability to manage stringent processes in different cultures
    Experience participating in internal or external audits and regulatory authority inspections preferred
    Ability to work independently and as part of a collaborative team
    Proactive, with strong organizational skills
    Excellent verbal skills, with ability to troubleshoot, train or teach remotely, using phone and video
    Customer obsessed, responsive and service-oriented
    Compensation
    Altoida provides competitive and comprehensive compensation and benefits programs.

    Specific benefit offerings may vary by location, position, and/or business unit. The full-time salary range is commensurate with experience.
    Location
    Altoida's US headquarters is located in Washington, DC. The position is remote.
    Equal Opportunity

    Altoida does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

    Altoida is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

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