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

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress.

• Serve as the primary point of contact for clinical trial sites requiring assistance with credentialing, authentication, and platform access.

• Deliver a concierge-style, white-glove support experience focused on site success and user satisfaction.

• Respond to site inquiries and support requests within established service-level expectations.

• Build strong relationships with site personnel, sponsor teams, and program stakeholders.

• Provide clear, professional, and easy-to-understand guidance to users with varying levels of technical expertise.

• Support continuity of clinical trial operations by rapidly addressing site access challenges.

• Develop expertise in the unified credentialing and authentication platform and its integration across multiple clinical systems.

• Guide users through Multi-Factor Authentication (MFA) enrollment and setup processes.

• Troubleshoot login, authentication, and identity verification issues.

• Support commonly used authentication solutions, including:

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• Assist users with authenticator applications, passkeys, and other access verification methods.

• Ensure users successfully complete enrollment and maintain uninterrupted system access.

• Conduct scheduled and on-demand virtual support sessions.

• Walk users through step-by-step enrollment and authentication processes.

• Provide real-time assistance with platform navigation and access issues.

• Help users leverage available self-service resources and training materials.

• Promote user confidence and adoption of new technologies through personalized support.

• Investigate and troubleshoot access-related issues and system challenges.

• Identify root causes and determine appropriate resolution pathways.

• Escalate complex technical issues to specialized technical teams when necessary.

• Partner with Product Owners, technical leads, and stakeholders to resolve issues outside standard support scope.

• Track open issues and follow through to resolution.

• Communicate status updates and next steps to users in a timely manner.

• Monitor site enrollment progress and completion metrics.

• Track training participation, platform adoption, and support activities using program tools and dashboards.

• Maintain accurate records of support requests, resolutions, and follow-up activities.

• Document recurring issues, trends, and best practices.

• Provide feedback that supports improvements to:

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• Bachelor's degree or equivalent combination of education and relevant experience preferred.

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• Healthcare, life sciences, clinical research, or other regulated industries

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• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.

• Demonstrated ability to deliver high-touch customer service while managing multiple competing priorities.

• Experience tracking activities, deadlines, and completion metrics.

• Comfort facilitating live virtual support sessions and user training.

• Strong organizational skills and attention to detail.

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• Ability to work independently while collaborating effectively with cross-functional teams.

• Experience supporting clinical trial sites or clinical research technologies.

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• Experience working with identity management platforms such as:

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• Previous experience supporting sponsor-dedicated programs within a CRO, biotechnology, pharmaceutical, or healthcare environment.

• Understanding of clinical research site workflows and operational challenges.

• Passion for helping users succeed and delivering exceptional customer service.

• Strong technical aptitude and confidence troubleshooting access and authentication issues.

• Excellent communication and relationship-building skills.

• Calm, professional, and solutions-oriented approach to problem solving.

• Ability to thrive in a fast-paced, customer-focused environment.

• Highly organized with strong attention to detail.

• Self-motivated and proactive in identifying issues and opportunities for improvement.

• Skilled at balancing technical troubleshooting with empathy and professionalism.

• Commitment to creating a seamless and positive experience for clinical trial sites.

• Make a direct impact on clinical trial sites and study teams around the world.

• Serve as a key contributor in a high-visibility sponsor-dedicated program.

• Combine customer service, technology support, and clinical research operations in one role.

• Work closely with sponsor stakeholders, product teams, and technical experts.

• Enjoy a fully remote U.S.-based position with strong team collaboration.

• Gain exposure to cutting-edge clinical technology platforms and authentication solutions.

• Join a team committed to delivering exceptional service and continuous improvement.

• Play a critical role in enabling uninterrupted access to systems that support clinical research and patient outcomes.

If you are a customer-focused support professional who enjoys solving technical challenges, guiding users through new technologies, and creating exceptional experiences, we encourage you to apply and become a trusted partner to clinical research sites across the country. At  Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position may include a company car or car allowance, Health benefits to include Medical, Dental and Vision, Company match 401k, eligibility to participate in Employee Stock Purchase Plan, Eligibility to earn commissions/bonus based on company and individual performance, and flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos complies with all applicable federal, state, and municipal paid sick time requirements.