endpointclinical - Production Support Analyst
Requirements
• 2-4 years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone & email • A proven ability to understand technical concepts and learn very quickly, including experience with SQL databases. • Some experience in the life science industry preferred • Previous experience working in a fast-paced, entrepreneurial environment preferred • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal • Must also be able to work with very little or no immediate supervision; ability to trouble-shoot on your own to determine the source of a customer issue is imperative • Strong attention to detail • Excellent organizational and time management skills • An excruciatingly high-level of attention to detail with excellent organizational skills and a proven ability to multi-task • Strong interpersonal skills with the ability to work effectively with a wide variety of professionals • endpoint is an equal opportunities employer AA/M/F/Veteran/Disability. • Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. • 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email. • 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. • 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. • Strong attention to detail • Excellent organizational and time management skills • Excellent verbal and written communication skills • Technical aptitude • Adaptability/flexibility in a changeable, fast-paced environment • Ability to learn and apply new skills quickly • Critical thinking • BA/BS Degree and/or appropriate experience • #LI-MT #LI-Remote
Responsibilities
• Provide excellent customer service to end users of endpoint IRT systems • Assist users with access questions (resetting accounts, providing login support, etc.) • Provide training/guidance for users of all endpoint IRT systems • Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are resolved and/or handed-off to the project-specific Project Manager for completion during business hours • Log all incoming queries in endpoint’s internal tracking system • Log incoming Data Change Requests in endpoint’s internal tracking system • Provide administrative and IRT configuration support for Client Services team members • Reviews 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 and Queries for database updates and reporting • This position will require weekend and holiday coverage • BA/BS Degree in related field or appropriate experience • Provide excellent customer service to end users of endpoint IRT systems. • Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe. • 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. • Review data change requests for clarity, completeness and impact. • Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request. • Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration • Participates in conference calls and/or meetings with internal and external teams as needed. • Organize own workspace and deadlines to ensure timely completion of tasks. • Provide guidance and mentoring to associate PSAs. • Create and submit training and knowledgebase for review by senior or lead PSA. • Demonstrate appropriate decision-making and strong IRT trouble-shooting skills • Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request. • This position requires weekend and holiday coverage.
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