Client Support Consultant

Job Summary:

TOPAZ is seeking a Client Support Consultant to provide hands-on, day-to-day software support to our client base of research institutions, pharmaceutical companies, universities, and government agencies. This is enterprise software support with a distinct level of complexity: every client configures TOPAZ Elements differently to match their institution's unique regulatory and operational requirements, so no two support cases look alike. Much of what makes a great Client Support Consultant successful is built through hands-on casework and true mastery of the product. You will work closely with Professional Services and Development to resolve client issues, and you will be joining a team that genuinely supports one another through a demanding but rewarding role.

Job Description:

Client Support Consultant

THE COMPANY

TOPAZ Technologies is a leading provider of software solutions for the biomedical research industry. TOPAZ has a solid foundation of clients from the pharmaceutical, biotech, university, government, and private research disciplines. With a collaborative, client-focused team and strong product investment, TOPAZ is focused on strengthening its position in the continually advancing biomedical research industry. TOPAZ is part of Constellation Software, publicly traded on the Toronto Stock Exchange (TSE: CSU). Constellation Software has a strong track record of investing in and growing its portfolio of companies.

THE POSITION

TOPAZ is seeking a Client Support Consultant to provide hands-on, day-to-day software support to our client base of research institutions, pharmaceutical companies, universities, and government agencies. This is enterprise software support with a distinct level of complexity: every client configures TOPAZ Elements differently to match their institution's unique regulatory and operational requirements, so no two support cases look alike. Much of what makes a great Client Support Consultant successful is built through hands-on casework and true mastery of the product. You will work closely with Professional Services and Development to resolve client issues, and you will be joining a team that genuinely supports one another through a demanding but rewarding role.

KEY RESPONSIBILITIES

• Institutional Knowledge Building: Develop deep working knowledge of TOPAZ Elements and learn the specific configuration, history, and operating context of each assigned client, building that expertise over time through direct casework and hands-on use of the product.
• Issue Resolution: Resolve product issues by clarifying the client's inquiry, determining the cause of the problem, and selecting and explaining the best solution, escalating to TOPAZ Development teams when needed and following up to ensure resolution.
• Client Advocacy: Serve as a client advocate in maintaining, prioritizing, and communicating the queue of client-reported issues for escalation within TOPAZ teams.
• Relationship Building: Build sustainable relationships and trust with client accounts, and liaise with clients as a consistent, dependable point of contact.
• Records & Documentation: Maintain accurate client records by updating account and case information.
• Cross-Functional Collaboration: Work closely with Professional Services, Software Development, Quality Assurance, and the Product Owner to resolve client issues and share client-specific knowledge across the team.
• Client Care & Software Support: Provide software support to TOPAZ clients through email, phone, and video conferencing and screen sharing.
• Other duties may be required from time to time.

REQUIRED QUALIFICATIONS

• 5+ years of experience in client-facing software support, ideally supporting enterprise software projects.
• Comfortable operating in a role where client environments vary significantly, with a strong aptitude for learning quickly and genuine curiosity for exploring the software thoroughly to build deep product expertise.
• Strong troubleshooting and problem-solving skills, with a demonstrated commitment to swift, complete issue resolution.
• Excellent teamwork, communication, and client relationship skills.
• Ability to work in a fast-paced environment, stay flexible, and maintain a positive attitude while managing a demanding caseload.
• Proficiency with case and issue management systems for tracking client activity, case status, and reporting.
• Strong attention to accuracy and detail.
• Experience working closely with software developers, product managers, quality assurance, and implementation teams.
• Willingness to learn and adopt AI-assisted tools as part of the role's evolving toolset.

PREFERRED QUALIFICATIONS

• Working knowledge of JIRA.
• Experience in the biomedical research industry and related processes.
• Background in teaching, training, or a similar role requiring the ability to explain complex concepts clearly.

WHAT WE OFFER

• Competitive compensation and comprehensive benefits package (health, dental, vision, paid time off, retirement plans, etc.).
• A collaborative team that shares knowledge openly and supports one another through complex client issues.
• The opportunity to build deep expertise across a range of enterprise research environments.

WORK AUTHORIZATION

• US work authorization is required.
• We are currently not able to sponsor visas for this or other roles.
• Principals only, please.

WORKER TYPE

Regular: Remote

EQUAL OPPORTUNITY EMPLOYER

TOPAZ Technologies is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Worker Type:

Regular

Number of Openings:

1