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

Clinical Site Support Specialist (Sponsor-Dedicated/Remote - US Only) Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress. Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape. Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need. Discover what your 25,000 future colleagues already know: Why Syneos Health • 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. Job Responsibilities Clinical Site Support Specialist (Sponsor-Dedicated) Remote - United States Are you passionate about helping users navigate technology while delivering an exceptional customer experience? Do you enjoy solving problems, guiding stakeholders through new systems, and serving as a trusted resource during change management initiatives? We are seeking a Clinical Site Support Specialist to join a Sponsor-Dedicated team supporting clinical trial sites as they transition to a unified credentialing and authentication platform. In this highly visible role, you will serve as the primary point of contact for site personnel, providing personalized, white-glove support to ensure seamless access to critical clinical trial technologies. This is an exciting opportunity for a customer-focused professional who combines strong technical troubleshooting skills with exceptional communication and relationship-building abilities. You will play a key role in helping research sites successfully adopt new authentication processes while minimizing disruptions to ongoing clinical trial activities. WHAT YOU WILL DO As a Clinical Site Support Specialist , you will provide front-line support to clinical trial sites navigating enrollment, access, and authentication processes across multiple clinical technology platforms. You will act as a trusted advisor, helping site personnel resolve issues quickly while delivering a high-touch support experience. Site Support & Customer Experience • 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. MFA Enrollment & Authentication Support • 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: • Auth0 • ID.me • Microsoft Authentication Tools • Google Authentication Tools • Assist users with authenticator applications, passkeys, and other access verification methods. • Ensure users successfully complete enrollment and maintain uninterrupted system access. Live Training & Virtual Support • 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. Technical Issue Resolution • 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. Monitoring, Documentation & Reporting • 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: • • FAQs • User guides • Training materials • Self-service resources • Support workflows Collaboration & Continuous Improvement oPartner closely with sponsor teams and internal stakeholders to ensure a consistent support experience. oShare knowledge and lessons learned across support teams. oContribute to process improvements that enhance efficiency and user satisfaction. oServe as a Subject Matter Expert (SME) for unified credentialing support processes. oMaintain awareness of clinical technology standards, operating procedures, and business processes. oSupport ongoing initiatives designed to improve site engagement and technology adoption. WHO YOU ARE Required Qualifications • Bachelor's degree or equivalent combination of education and relevant experience preferred. • Experience in: • Customer service • Technical support • Help desk operations • User support environments • Healthcare, life sciences, clinical research, or other regulated industries • Working knowledge of: • Multi-Factor Authentication (MFA) • Identity verification processes • Authenticator applications • Passkeys and credential management • User access troubleshooting • 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. • Proficiency with: • Microsoft Office Suite • Web-based support tools • Online collaboration platforms • Ability to work independently while collaborating effectively with cross-functional teams. Preferred Qualifications • Experience supporting clinical trial sites or clinical research technologies. • Familiarity with: • CTMS platforms • eCOA systems • eConsent solutions • IRT/IWRS platforms • Clinical trial technology ecosystems • Experience supporting: • System migrations • Platform implementations • User adoption initiatives • SSO transitions • MFA rollouts • Experience working with identity management platforms such as: • Auth0 • ID.me • Microsoft • Google • Previous experience supporting sponsor-dedicated programs within a CRO, biotechnology, pharmaceutical, or healthcare environment. • Understanding of clinical research site workflows and operational challenges. WHAT MAKES YOU SUCCESSFUL • 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