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Product Support Analyst I (Mon-Fri; 6 AM to 3 PM ET)

June 17, 2026

<div> <div style="font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; -webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87);">Company Information Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience. Job Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 6:00 AM - 3:00 PM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include:</div> <ul style="margin-left: 0px; font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; padding-right: 0px; padding-left: 0px; -webkit-tap-highlight-color: transparent; margin-top: 1em; margin-bottom: 1em; list-style-position: initial; list-style-image: initial; color: rgba(0, 0, 0, 0.87);"> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP)</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Provide exceptional tier I product support and solutions to external users’ problems and requests</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Work with and as a team, to provide world class support to end users and customers</li> </ul> <div style="font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; -webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87);"> </div> <div style="font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; -webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87);">Qualifications</div> <ul style="margin-left: 0px; font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; padding-right: 0px; padding-left: 0px; -webkit-tap-highlight-color: transparent; margin-top: 1em; margin-bottom: 1em; list-style-position: initial; list-style-image: initial; color: rgba(0, 0, 0, 0.87);"> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Associates degree and at least 1 years’ experience in a busy, customer-focused IT support role, or equivalent experience</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Ability to work Monday to Friday, 6:00 AM to 3:00 PM ET</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Proven ability to solve problems in a logical, quick, and efficient manner</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Effective work prioritization and the ability to work under pressure</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Outstanding verbal and written communication skills</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Driven customer service ethos</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">A keen interest in IT, from home hobbyist to IT professional</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Knowledge of Windows 7, 8, and 10</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.)</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Experience with basic networking and Wi-Fi preferred</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">An understanding or hands-on experience with SQL and/or JSON a plus</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Cisco CCNA or Microsoft MCSE a plus</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Experience using an MDM or remote monitoring & management tools preferred</li> <li style="font-size: 12px; font-family: arial, helvetica, sans-serif; list-style-type: disc; margin-left: 15px; -webkit-tap-highlight-color: transparent; line-height: 20px;">Experience working with vendors and/or integration partners preferred</li> </ul> <div style="font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; -webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87);"> </div> <div style="font-size: 14px; font-family: InterVariable, Helvetica, Arial, sans-serif; -webkit-tap-highlight-color: transparent; color: rgba(0, 0, 0, 0.87);">Additional Information Clinical Ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com </div> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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