The Product Support Specialist will be an integral member of the Product Support team for Precision’s cutting-edge Clinical Translational Hub platform, QuartzBio. This position will work with an interdisciplinary team and interface directly with clients to advance adoption of QuartzBio’s technology solutions.
The Product Support Specialist will join a team with responsibility for onboarding and training new customers, providing hands-on support to existing customers, and developing customerfacing materials. As a member of the Product Support team, a successful Support Specialist will serve as the voice of the end-user, contributing to product roadmaps and advocating on behalf of QuartzBio’s clients. Additional responsibilities will include collaborating with the QuartzBio commercial team to support early conversations with prospective clients and to develop responses to RFP/I’s.
QuartzBio is a fast-paced and rapidly growing team, providing tech-enabled solutions to maximize the potential of biomarker data and streamline clinical operations. We support clients primarily engaged in the rapidly evolving field of biomarker-driven clinical drug development in oncology immuno-oncology, rare and orphan disease, autoimmune, and other therapeutic areas.
Essential functions of the job include but are not limited to:
Deliver training to new and existing QuartzBio customers. Become an expert on each customer’s study portfolio and provide detailed, customized training.
Manage onboarding of users onto the QuartzBio platform.
Proactively manage support requests from customers, serving as the front line of customer success
Create training/documentation content to enhance user adoption of QuartzBio’s technology solutions
Collect feedback and share observations of end user adoption.
Serve as a product expert in early-stage commercial conversations. Collaborate with the commercial and marketing teams to develop customer-facing materials and webinars.
Collaborate internally with members of other Quartz teams, pseudo-internally with members of other Precision divisions, and externally with vendors (e.g. product support
Other duties as assigned
Bachelor’s Degree in Bioinformatics, Computational Biology, Bioinformatics, Biostatistics, Biology, Data Science, Computer Science or related field
At least 1-3 years of experience in Clinical Research, Clinical Data Management,Bioinformatics, Computational Biology, Product Support, Data Science, or related field
Familiarity with Clinical Data Management tools, including EDC and LIMS systems
Must be able to read, write, speak fluently and comprehend the English language
Excellent communication and interpersonal skills. Ability to present work internally and externally
Team player contributing to a positive, collaborative working environment
Ability to work independently, exercising judgment within generally defined practices and selecting an approach for performance against high-level goals
Extended work hours may be required to meet business demands
Able to travel both domestically and internationally including overnight stays
Between 1 and 3 years of experience in industry
Expertise in content development for internal and external audiences (e.g. contributions to user manuals, quick-start guides, or marketing materials)
Advanced degree in Computer Science, Computational Biology, Biochemistry, Bioinformatics, Data Science, Biostatistics, Biology or related field
Knowledge of scripting languages (R/Python or similar) and command line
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Precision Medicine Group at QuestionForHR@precisionmedicinegrp.com.