Technical Customer Support Specialist

Who is Castor?

Are you a customer-centric professional with a passion to develop rewarding experiences and drive results with innovative technology?

Castor is a leading cloud-based clinical data platform working with some of the world’s largest pharmaceutical companies, medical device companies, biopharma, and renowned academic institutes.


We simplify the clinical trial process, from recruitment to analysis, with user-friendly, patient-centric technology. Our mission is to bring medical research into the digital age. Why? Because medical research is still largely run using free-text, paper, and legacy technology.


Our self-service platform enables our users to run remote (decentralized), device-enabled, patient-centric trials. By helping our users capture high-quality data and making it machine-readable, we are fundamentally changing the flawed evidence-based medicine process.


How is Castor supporting the Coronavirus crisis?

Castor has joined the global fight against the Coronavirus by making our research data capture system available for free for all COVID-19 research projects. Castor is supporting more than 200 COVID-19 studies across the world, including the World Health Organization’s SOLIDARITY trial.

The Role

What you’ll do

As a Technical Customer Support Specialist, you will support, advise and troubleshoot issues for Castor’s clinical research customers, supporting them in adopting, utilizing, and maximizing value from our electronic data capture platform.

  • Responding to a variety of customer inquiries through email, webchat, and conferencing;

  • Owning technical customer issues from initial report to resolution;

  • Partner with our Product and Engineering teams to translate user challenges and feedback into product requirements and features;

  • Delivering timely and effective support to maintain our excellent customer net promoter score;

  • Onboarding and training customers

What you’ll bring

You leverage strong interpersonal communication skills by streamlining the customer experience in fast-paced SaaS organizations. You also bring:

  • Experience working in customer success or technical customer support;

  • An affinity towards tech, with the ability to dive deep into, troubleshoot, and resolve technical issues;

  • The ability to develop and lead customer focussed projects;

  • An analytical mindset and a knack for problem resolution;

  • Strong verbal and written communication skills;

What you’ll learn

It’s a crucial time for Castor. We’re on ‘full power mode’ and scaling up at an exponential rate. For you, the opportunities are endless

  • Work with an international and diverse team passionate to help researchers achieve their goals

  • To expand your skills as a technical customer support specialist for a pioneering health tech scale-up

  • Be involved in maximizing the impact of medical research and improving healthcare

What you'll get

At Castor we truly live and breathe our core values, believing we can achieve anything with a healthy and happy team.' With this in mind, we offer the following benefits:


  • A flexible and remote working opportunity

  • A competitive salary and a guaranteed 'happy holidays' bonus

  • Investing in our talent with a strong Employee Stock Option Plan

  • 30 days of PTO (including 8 national holidays and flexible sick days)

  • Interested in ‘lifelong learning’? You’ll love using our development and training budget

  • A 401K savings plan with competitive employer contributions

  • A great health benefit and insurances package

  • Flexible approach to working - nobody is tracking your time

  • A MacBook or Dell laptop, we’re a tech start-up after all ;)

  • Like to feel zen? You’ll love our company subscription to Calm for meditation and yoga


Want to know more? Check out the role profile for some further insights or apply now!

Castor continues to grow as an Equal Opportunities Employer. We strongly encourage applications from women, people of colour, and people from the LGBTQ(+) community. In your application, please feel free to share the pronouns you use (for example, she/her/hers, he/him/his, they/them/theirs, etc.).

Our Interview Process

Application
Application

Fill out a short application on our careers website.

Telephone Call
Telephone Call

If your application is successful, we’ll invite you to an intitial call with a member of our talent team.

Manager interview
Manager interview

Great news! You’re invited to meet the hiring team.

Interview Day
Interview Day

Now we’ve got even better acquanted, we’d like to invite you to a final stage interview day.

Offer
Offer

Congratulations! We’re making you a formal offer to join as our next Castorian!

Meet Your Future Colleagues

Niecy Duncan
Niecy Duncan
Project Manager
Juan Erasmus
Juan Erasmus
Professional Services
Daniel Silva
Daniel Silva
VP Customer Success
© 2021 Castor Careers