Associate Production Support Analyst

5 days ago

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Endpoint Clinical

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Interactive Response Technology (IRT) systems and solutions provider supporting the life sciences industry.

IVR/IWR for clinical trials • IRT • Randomization • Clinical Supply Chain Management • ePRO

501 - 1000

💰 $1.7M Debt Financing on 2010-03

Description

• Provide excellent customer service to end users of endpoint IRT systems • Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are addressed • Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources • Document all incoming queries in endpoint’s ticketing system • Escalate to internal teams when issues cannot be resolved within the support team • Reviews data change requests for clarity, completeness and impact • Collaborates with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request • Executes SQL Data Scripts to view project data • Participates in conference calls and/or meetings with internal teams • Organize own workspace and deadlines to ensure timely completion of tasks

Requirements

• 1-2+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email. • Ideal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need. • A proven ability to understand technical concepts and learn very quickly, including experience with SQL databases. • Some experience in the life science industry preferred. • High-level of attention to detail with excellent organizational skills and ability to multi-task. • Strong interpersonal skills with the ability to work effectively with a wide variety of professionals. • Previous experience working in a fast-paced, support-oriented environment preferred. • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal. • Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.

Benefits

• This position will require weekend and holiday coverage • Perform other duties as required