Customer Success - Support & Training Specialist

Position Overview: We are seeking a full-time Support & Training Specialist based in Copenhagen, Denmark. In this role, you will provide front-line technical assistance, software guidance, and application training to users of our clinical trial technology platform. Your primary responsibilities will focus on resolving user software inquiries, handling application data change requests, creating end-user documentation, and guiding platform onboarding. This role requires strong communication skills, attention to detail, and a structured approach to technical troubleshooting.

We are looking for candidates who are detail-oriented, responsive, and thrive in a fast-paced environment. Ideal candidates will demonstrate a passion for customer service, the ability to execute tasks with precision, and excellent communication and documentation skills.

What You’ll Do:

● User Application Support: Serve as the primary technical point of contact for software users across Europe and globally, diagnosing and resolving application usage questions via ticket or email.

● System & Data Management: Process application data change requests with accuracy, verifying data integrity within the platform.

● User Onboarding & Training: Conduct virtual application walkthroughs and training sessions to ensure platform users understand system functionality and protocol-specific workflows.

● Technical Documentation: Create, update, and maintain user-facing help guides, application FAQs, training manuals, and application release notes.

● Incident Logging & Escalation: Track, document, and reproduce technical software issues reported by users, escalating system bugs to internal engineering teams when necessary.

● Quality Assurance: Verify system functionality post-updates and contribute to feedback loops for software usability improvements.

  What You’ll Need:

● Strong interest in user support, software training, or technical help desk functions.

● Excellent written and verbal communication skills with the ability to explain software features clearly to non-technical users.

● High attention to detail and strong organizational and problem-solving skills.

● Ability to manage incoming support tickets effectively in a fast-paced environment.

● Experience creating software documentation, user guides, or training materials.

● Bachelor’s Degree preferred.