Product Support Specialist

About Teckro

We founded Teckro to simplify and modernize clinical trials. In fact, thousands of clinical trial investigators and research site staff rely on Teckro to make the most informed decisions for their patients.

That’s where you come in. We’re offering you a role with purpose. Your contribution at Teckro will lead to faster, safer and more efficient clinical trials. Quality of life will be improved. In the end, lives will be saved.

Could you be our newest Teckronaut?

About the Role

As a Product Support Specialist, you’ll be the first line of help for study teams and site users

to run safer, faster clinical trials — triaging queries, providing guidance across Teckro’s web

and mobile product offering. You’ll contribute to our knowledge base and service quality

while strengthening skills that matter in regulated environments: patient safety, data integrity,

compliance, and on‑time delivery.

This role is an exciting opportunity for anyone with an interest in delivering high value clientfacing

application support. You will work directly with study teams and site users, release

notes, knowledge base content, user feedback, and SLAs/KPIs that mirror Teckro’s product

suite and delivery practices

Key Responsibilities

• Accurately log all incoming client requests and incidents into the support ticketing system.

• Monitor all communication channels (chat, email, tickets) to ensure prompt acknowledgement and response times.

• Provide clear, step-by-step guidance to clients on standard system navigation and how to use core features of the platform.

• Troubleshoot and resolve routine and known issues efficiently by utilising and referencing knowledge base documentation.

• Maintain accurate documentation of ticket resolutions and user interactions

• Ensure all site-related service requests and incidents are resolved within the agreed contractual and internal resolution timelines.

• Adhere strictly to established escalation protocols for complex or non-routine technical issues.

• Transfer triaged tickets as appropriate to the Senior Support Specialists for resolution.

• Escalate complex issues for advanced investigation and resolution as per the established processes.

• Collaborate with Senior Support Specialists and Engineering teams to identify recurring issues and bottlenecks, suggest improvements and implement corrective actions to maintain service quality and efficiency.

• Regularly review performance metrics to confirm adherence to established SLAs and KPIs, escalating any deviations promptly.

• Document resolution times and service outcomes to support compliance audits

Standards:

• Contribute towards team goals and objectives

• Own the customer experience

• Active part of the net promoter system – promoting positive user feedback

• Maintain accurate information within our systems

• Always adhere to the quality standards

The Ideal candidate will have:

• Strong communication skills, with the ability to provide guidance on using and navigating web and mobile applications clearly to non-technical users.
• Strong problem-solving and troubleshooting skills.
• Exceptional attention to detail
• Ability to manage multiple tickets and prioritise effectively.
• Target and results orientated
• Basic technical knowledge of application installation and activation.
• Familiarity with mobile and web application environments.
• Strong organisational and time management skills

Qualifications Required

• 0-2 years of experience in a helpdesk or application support role.
• Exposure to clinical trial technology or SaaS platforms (preferred).
  
• ITIL Certified (Foundation) desirable
• Knowledge of HubSpot or similar ticketing systems.

Location and Travel:

(Dublin)

• Hybrid role - Dublin City Centre, Ireland.
• Our Dublin City Centre offices are located less than 3 mins for Pearse St Dart Station and beside the Alex Hotel, making it accessible for all major transport.
• We also offer flexible start/ end times, allowing your schedule to suit your lifestyle
• Note: Regrettably we cannot offer work permit sponsorship for this role .To be considered, you must currently be based in Ireland and already hold the necessary legal permissions to work here.

Teckro Benefits

• 25 days holidays, entitlement increases with length of service
  
• Pension, available immediately upon joining Teckro
• Healthcare
• Life Insurance
• Share Options
• 50% Maternity leave pay after capped length of service
• Paid Paternity leave scheme
• Bike to Work/ Tax Saver Scheme
• Gym/Wellness Allowance
• Sports and Social Club

We are always looking for amazing people to join our growing team. If you are curious, passionate and motivated, then we want to talk to you!

By submitting your application, you agree that Teckro may collect your personal data for recruiting and related purposes. Teckro's Recruitment Privacy Statement explains what personal information Teckro may process, where Teckro may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Teckro’s use of your personal information.