Clinical Site Support Specialist (Sponsor-Dedicated/Remote – US Only)

Clinical Site Support Specialist (Remote - US)

Our talent team is representing a confidential life sciences organization seeking a Clinical Site Support Specialist to join a sponsor-dedicated program supporting clinical trial sites across the United States. This is a fully remote position available to US-based candidates only.

In this role, you'll serve as the primary point of contact for research sites navigating credentialing, authentication, and platform access during a critical technology transition. You'll deliver white-glove support to ensure clinical trial sites maintain seamless access to essential systems while adopting new authentication processes.

Responsibilities

• Provide front-line support to clinical trial sites requiring assistance with credentialing, authentication, and multi-factor authentication (MFA) enrollment
• Serve as primary contact for site personnel, delivering concierge-style support focused on user satisfaction and minimal disruption to ongoing trials
• Guide users through MFA setup and troubleshoot login, authentication, and identity verification issues across platforms including Auth0, ID.me, Microsoft Authentication Tools, and Google Authentication Tools
• Conduct scheduled and on-demand virtual support sessions, walking users through enrollment processes step-by-step
• Investigate and resolve access-related technical issues, escalating complex problems to specialized teams when necessary
• Monitor site enrollment progress and platform adoption metrics using program dashboards
• Maintain accurate documentation of support requests, resolutions, recurring issues, and best practices
• Partner with sponsor teams and internal stakeholders to ensure consistent support delivery and contribute to process improvements
• Provide feedback to enhance FAQs, user guides, training materials, and self-service resources

What We're Looking For

Required qualifications:

• Bachelor's degree or equivalent combination of education and relevant experience preferred
• Experience in customer service, technical support, help desk operations, or user support environments
• Background in healthcare, life sciences, clinical research, or other regulated industries
• Working knowledge of Multi-Factor Authentication (MFA), identity verification processes, authenticator applications, and user access troubleshooting
• Strong verbal and written communication skills with ability to explain technical concepts to non-technical audiences
• Demonstrated ability to deliver high-touch customer service while managing multiple priorities
• Comfort facilitating live virtual support sessions and user training
• Proficiency with Microsoft Office Suite, web-based support tools, and online collaboration platforms
• Strong organizational skills, attention to detail, and ability to work independently

Preferred qualifications:

• Experience supporting clinical trial sites or clinical research technologies (CTMS platforms, eCOA systems, eConsent solutions, IRT/IWRS platforms)
• Previous involvement with system migrations, platform implementations, user adoption initiatives, SSO transitions, or MFA rollouts
• Familiarity with identity management platforms such as Auth0, ID.me, Microsoft, or Google
• Experience in sponsor-dedicated programs within a CRO, biotechnology, pharmaceutical, or healthcare environment
• Understanding of clinical research site workflows and operational challenges

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen applications and conduct initial interviews. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly—all communication should go through our team at Get A Job.ai to ensure your application receives proper consideration.

Pay

Pay information will be discussed during the screening process and is competitive based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic under applicable law.