Product Support Analyst

About The RoleTriumph Research Intelligence is a SaaS business on a mission to make Risk Based Quality Management (RBQM) simple for all clinical trials. Our platform, OPRA, leads to safer patients and happier clinical trials teams – with the end goal being higher quality trials, better drugs getting to market quicker and ultimately, more lives saved. What’s more important than that? As part of our growth plan and increase in customers we are looking for a versatile Product Support Analyst who brings strong attention to detail and positive customer facing experience. Reporting to our Product Support Manager, you will provide accurate, thoughtful, and prompt support to our customers. You will be a tech-savvy natural problem-solver who consistently takes the initiative to identify problems, thoroughly investigate issues, and action escalations promptly, providing efficient internal and external service, contributing towards product improvement. Your Skills & Qualifications As TRI's Product Support Analyst, you’ll be at the heart of our client experience, ensuring smooth operations and timely resolutions. Your day-to-day will include:

• Client-Facing Support:

• Managing user access and support cases
• Investigating and resolving incidents with precision
• Communicating clearly and regularly with clients
• Ensuring SLAs are met and expectations exceeded

• Internal Collaboration:

• Supporting internal teams with product expertise
• Acting as a test resource and knowledge sharer
• Helping maintain and improve support documentation

• System Maintenance & Setup:

• Configuring client setups in production and UAT environments
• Handling change requests and data loads with accuracy

• Product Knowledge Development:

• Staying up to date with new features and known issues
• Participating in training and knowledge sharing initiatives

What You Bring

• A keen eye for detail and a methodical approach to problem-solving
• Strong written and verbal communication skills
• Experience in SQL
• Experience in ticketing systems (Zen Desk/Fresh Desk)

Benefits & Compensation

• Salary: £30,000 to £34,000 depending on experience
• Flexible, remote-first working. You will be able to enjoy all the benefits of working from home, with access to coworking spaces close to you if required (via Hubble membership).
• Generous holiday as standard. We offer 27 days holiday, with a company shutdown between Christmas and New Year. Sometimes we also offer an extra, discretionary, paid day off to celebrate a specific company success.
• Extra holiday on top. For every full year you are with TRI, you will earn an extra day of holiday, up to a maximum of 30 days.
• Carefully considered, market-leading salaries. We regularly benchmark our salaries to make sure we are offering at the top end of the scale. You will have your salary reviewed annually.
• Enhanced pension offer. Following your probation period, you can opt in to our enhanced pension contributions arrangement. It’s a salary sacrifice scheme, paid on your full salary (not just the ‘qualifying amount’), which means you get better pension contributions alongside valuable tax and National Insurance savings.
• Health and wellbeing support. We offer all employees a health cash plan with Simply Health, allowing you to look after your health and wellbeing every day. Our Optimise Level 5 plan includes cash back for a huge range of health services including dental and optical, Virtual GP, face to face counselling and more.
• Life cover. You will be covered at four times your salary from day one, paid as a tax-free lump sum to your named beneficiary.
• In-person meetings and socials. We have company conferences each year, plus regular team meet-ups throughout the year.
• Training and development. We make sure that you are able to reach your full potential with TRI by offering you access to training and development, plus regular reviews and goal-setting with your line manager.
• Celebrating milestones. We celebrate your personal milestones and achievements as well, because we know there’s more to life than work.

About Us At TRI, our mission is to make Risk-Based Quality Management simple; making it accessible, understandable, and actionable for clinical trials of any scale and complexity. We develop innovative technologies and simplified solutions to empower research organizations and sponsors, ensuring the highest standards of trial integrity and participant safety. Our History! 2013 Establishing our foundation in Cambridge, UK TRI marked its entry into the world of clinical trial quality management by opening our first office in the historic and intellectually vibrant city of Cambridge. This milestone symbolized our commitment to innovation and excellence, setting the stage for a future where research and technology converge to redefine industry standards. 2016 Introducing OPRA, a new era of monitoring Our journey took a significant leap forward in 2016 with the launch of OPRA-CM, our centralized monitoring platform. Designed with precision and user experience in mind, OPRA-CM revolutionized how research data is monitored, ensuring higher quality, efficiency, and compliance in clinical trials. This innovation underscored our dedication to transforming research methodologies through smart technology. 2020 Further advancing risk management In 2020, TRI once again pushed the boundaries of quality management by unveiling our advanced risk assessment and management tool, OPRA-RAM. This tool was developed to empower researchers to proactively identify, evaluate, and mitigate risks in their studies, ensuring the utmost integrity and reliability of research outcomes. This launch not only highlighted our ongoing commitment to safety and excellence but also set new benchmarks in research risk management.