 |
BioClinica Career Opportunities |
|
BioClinica Career Opportunities |
Opportunity Snapshot
This position offers you the opportunity to provide higher level, tier II-type support to clients using our innovative clinical trials management software. This role has increased importance in a smaller company; in addition to being a key point of contact for many of our clients, you will be able to contribute to the ongoing design of our growing support program. You'll work with sharp people doing interesting work, helping them solve intriguing challenges. Not only will you become part of the biotech industry, you also will join a company experiencing strong growth. We're a Microsoft Gold Certified Partner and recently released a new line of Office-Smart products with solid support from Microsoft.
To be a good fit for this opportunity you will have solid experience supporting external clients with web-based software, ideally in a clinical trial environment. Quick question for you - click here
While your technical savvy is essential, just as important will be your interpersonal phone skills, including your ability to bring a service and solution oriented approach, even on challenging calls. We're looking for a professional with a demonstrated ability to quickly learn software applications from product documentation and hands-on experience. You also will need proven troubleshooting and analytical skills.
Founded in 1998, TranSenda is committed to transforming the clinical trial environment by delivering solutions that address the underserved need to improve the business process side of clinical trial operations. With our innovative Office-Smart clinical trial software, our customers can take full advantage of the MS Office System to create a more efficient workplace that unifies study software with the practical usefulness of Office productivity tools.
What Else You'll Bring to the Table
This position requires experience supporting external clients, but we also will consider candidates in the biotech/pharma industries with experience supporting field users of software, such as CROs or CRAs. In addition to the qualifications detailed above, you'll need:
You also will need to be willing and able to be available after hours for emergency support issues. We only take "priority one" calls after hours -- that is, when a client's entire system is down. We rarely get these calls, but we guarantee a high degree of responsiveness to our clients.
What's in It for You
Impact and autonomy -- because we're a smaller company, you won't be just another cog in the machine. You'll have the opportunity to make an impact every day as a valuable conduit of customer feedback. We'll also welcome your good ideas regarding process improvement. Assuming you're achieving your goals, we'll grant you a strong degree of autonomy.
Professional development -- in general you will respond to a relatively low volume of more challenging issues (although we'll look to you to remain flexible with regard to the volume), meaning you'll expand your knowledge and hone your skills on a regular basis. Depending on your aptitude and performance, you might pursue a lead role as we grow this team, possibly as a step toward management.
Positive mission in a robust market -- our main focus is the emerging biotech industry, a vertical undergoing an automation revolution, and the solutions we provide help our customers accelerate the availability of safe and effective drugs that save and improve the quality of lives. With support and backing from Microsoft, we are poised for significant growth and ongoing momentum. In fact, that's one reason we've created this new position.
Leadership through innovation -- you'll join a recognized innovator in the life sciences software industry with solutions that "break the mold." For example, in partnership with the Harvard Clinical Research Institute we recently won a 2009 Pharmaceutical and Life Sciences Innovation Award, from Microsoft, in the Clinical Development category.
Great work environment -- our values are more than just a piece of paper on the wall; in fact, our quarterly value surveys feed a business key performance indicator. These values include integrity, professional growth, an open and non-political environment, and having fun (yes, it's in our values!). Our facilities are first class and situated in a coveted eastside location: just down the street from Microsoft's Redmond campus.
Excellent compensation -- in addition to a competitive salary we offer excellent benefits, including a cafeteria plan, a 401(k) plan with employer match, and more.
More About Your Role
If you're a good fit for this position, you already know most of what this job entails. However, to be sure we're providing a complete picture, here are some details.
Reporting to the Director of Operations & Quality Assurance, you will be our point person on external customer support, with help from the Director as needed. The team you'll join also includes the IT Manager and a System Administrator who provide the internal support.
You will respond to both phone calls and emails. While the volume right now is 10 to 15 calls a week (we expect it to grow), they tend to be challenging issues. Our service agreements with clients stipulate that they triage the issues internally, so issues that are escalated to you will involve higher level troubleshooting. In fact, more often than not you'll be talking to a member of the client's IT department. The issues can vary quite a bit, but to give a sense of the position, here are a couple of examples:
Leveraging your familiarity with our products, you'll first determine whether it is an actual softward defect, an IT configuration issue, a training issue, or should be handled as a request for a new feature. To do that, of course, you'll need to get a clear picture of the client's use case. You may be able to resolve the issue with a little training right then and there. Quick question for you - click here
In other cases you'll need to do some research and get back to the client. Your initial research efforts will include attempting to replicate the issue on our test bed as well as referring to an extensive library of product documentation. In addition you may talk with Engineers, Product Managers, and internal heavy users of the software.
If you cannot resolve an issue yourself, you'll escalate the issue to the Engineering team, but in all cases you'll track and manage the process to ensure a timely resolution. This will include documenting issues in our CRM system.
Keys to Success
Many of our products are relatively new to the market and we have a large number of clients in the implementation phase; that means you'll need to be flexible as clients continue to learn the systems, uncover issues and come up with new feature ideas. For the most part we have excellent relationships with clients who are easy going but, as you know, there will be the occasional call from a frustrated user. You'll need to be able to but them at ease quickly, conveying sincerity and rapport, even if you don't have the resolution right then and there.
If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!
Who We Are
TranSenda's Office-Smart clinical trial solutions are designed to enable users to take full advantage of the powerful Microsoft Office System. Our Clinical Trial Manager was designed by experienced clinical trial professionals to support a collaborative clinical environment that is as conducive to the operational needs of conducting a clinical study as possible. Built with Microsoft's .NET technology and open standards, TranSenda's web-enabled solutions use portals to help centralized activities, information and communication among all study sites and teams.
Today, with our innovative Office-Smart clinical trial software, TranSenda's customers can leverage Microsoft's powerful Office System to create a more people-friendly environment that unifies study software with the practical business-side of Office productivity tools. Supported by our patent-pending ClinBUS data interchange technology, TranSenda's Office-Smart solutions can interoperate with existing clinical applications like EDC -- creating an unprecedented study environment in which both clinical research software and business-process software can work in concert to improve overall study efficiency.
Opportunity Snapshot
This position offers you the opportunity to provide higher level, tier II-type support to clients using our innovative clinical trials management software. This role has increased importance in a smaller company; in addition to being a key point of contact for many of our clients, you will be able to contribute to the ongoing design of our growing support program. You'll work with sharp people doing interesting work, helping them solve intriguing challenges. Not only will you become part of the biotech industry, you also will join a company experiencing strong growth. We're a Microsoft Gold Certified Partner and recently released a new line of Office-Smart products with solid support from Microsoft.
To be a good fit for this opportunity you will have solid experience supporting external clients with web-based software, ideally in a clinical trial environment. Quick question for you - click here While your technical savvy is essential, just as important will be your interpersonal phone skills, including your ability to bring a service and solution oriented approach, even on challenging calls. We're looking for a professional with a demonstrated ability to quickly learn software applications from product documentation and hands-on experience. You also will need proven troubleshooting and analytical skills.
Founded in 1998, TranSenda is committed to transforming the clinical trial environment by delivering solutions that address the underserved need to improve the business process side of clinical trial operations. With our innovative Office-Smart clinical trial software, our customers can take full advantage of the MS Office System to create a more efficient workplace that unifies study software with the practical usefulness of Office productivity tools.
What Else You'll Bring to the Table
This position requires experience supporting external clients, but we also will consider candidates in the biotech/pharma industries with experience supporting field users of software, such as CROs or CRAs. In addition to the qualifications detailed above, you'll need:
You also will need to be willing and able to be available after hours for emergency support issues. We only take "priority one" calls after hours -- that is, when a client's entire system is down. We rarely get these calls, but we guarantee a high degree of responsiveness to our clients.
What's in It for You
Impact and autonomy -- because we're a smaller company, you won't be just another cog in the machine. You'll have the opportunity to make an impact every day as a valuable conduit of customer feedback. We'll also welcome your good ideas regarding process improvement. Assuming you're achieving your goals, we'll grant you a strong degree of autonomy.
Professional development -- in general you will respond to a relatively low volume of more challenging issues (although we'll look to you to remain flexible with regard to the volume), meaning you'll expand your knowledge and hone your skills on a regular basis. Depending on your aptitude and performance, you might pursue a lead role as we grow this team, possibly as a step toward management.
Positive mission in a robust market -- our main focus is the emerging biotech industry, a vertical undergoing an automation revolution, and the solutions we provide help our customers accelerate the availability of safe and effective drugs that save and improve the quality of lives. With support and backing from Microsoft, we are poised for significant growth and ongoing momentum. In fact, that's one reason we've created this new position.
Leadership through innovation -- you'll join a recognized innovator in the life sciences software industry with solutions that "break the mold." For example, in partnership with the Harvard Clinical Research Institute we recently won a 2009 Pharmaceutical and Life Sciences Innovation Award, from Microsoft, in the Clinical Development category.
Great work environment -- our values are more than just a piece of paper on the wall; in fact, our quarterly value surveys feed a business key performance indicator. These values include integrity, professional growth, an open and non-political environment, and having fun (yes, it's in our values!). Our facilities are first class and situated in a coveted eastside location: just down the street from Microsoft's Redmond campus.
Excellent compensation -- in addition to a competitive salary we offer excellent benefits, including a cafeteria plan, a 401(k) plan with employer match, and more.
More About Your Role
If you're a good fit for this position, you already know most of what this job entails. However, to be sure we're providing a complete picture, here are some details.
Reporting to the Director of Operations & Quality Assurance, you will be our point person on external customer support, with help from the Director as needed. The team you'll join also includes the IT Manager and a System Administrator who provide the internal support.
You will respond to both phone calls and emails. While the volume right now is 10 to 15 calls a week (we expect it to grow), they tend to be challenging issues. Our service agreements with clients stipulate that they triage the issues internally, so issues that are escalated to you will involve higher level troubleshooting. In fact, more often than not you'll be talking to a member of the client's IT department. The issues can vary quite a bit, but to give a sense of the position, here are a couple of examples:
Leveraging your familiarity with our products, you'll first determine whether it is an actual softward defect, an IT configuration issue, a training issue, or should be handled as a request for a new feature. To do that, of course, you'll need to get a clear picture of the client's use case. You may be able to resolve the issue with a little training right then and there. Quick question for you - click here
In other cases you'll need to do some research and get back to the client. Your initial research efforts will include attempting to replicate the issue on our test bed as well as referring to an extensive library of product documentation. In addition you may talk with Engineers, Product Managers, and internal heavy users of the software.
If you cannot resolve an issue yourself, you'll escalate the issue to the Engineering team, but in all cases you'll track and manage the process to ensure a timely resolution. This will include documenting issues in our CRM system.
Keys to Success
Many of our products are relatively new to the market and we have a large number of clients in the implementation phase; that means you'll need to be flexible as clients continue to learn the systems, uncover issues and come up with new feature ideas. For the most part we have excellent relationships with clients who are easy going but, as you know, there will be the occasional call from a frustrated user. You'll need to be able to but them at ease quickly, conveying sincerity and rapport, even if you don't have the resolution right then and there.
If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!
Who We Are
TranSenda's Office-Smart clinical trial solutions are designed to enable users to take full advantage of the powerful Microsoft Office System. Our Clinical Trial Manager was designed by experienced clinical trial professionals to support a collaborative clinical environment that is as conducive to the operational needs of conducting a clinical study as possible. Built with Microsoft's .NET technology and open standards, TranSenda's web-enabled solutions use portals to help centralized activities, information and communication among all study sites and teams.
Today, with our innovative Office-Smart clinical trial software, TranSenda's customers can leverage Microsoft's powerful Office System to create a more people-friendly environment that unifies study software with the practical business-side of Office productivity tools. Supported by our patent-pending ClinBUS data interchange technology, TranSenda's Office-Smart solutions can interoperate with existing clinical applications like EDC -- creating an unprecedented study environment in which both clinical research software and business-process software can work in concert to improve overall study efficiency.
