Production Support Analyst

About Us: Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Raleigh-Durham, North Carolina with offices across the United States, Europe, and Asia. About us: endpoint is at the forefront of the evolving e-clinical technology industry with more than 20 years of experience designing, enhancing and deploying robust, configurable IRT solutions. At our core is a commitment to the continuous evolution and enhancement of IRT to improve your trial management. Our unique, single-focus approach makes endpoint the only company with the knowledge and experience needed to drive IRT and e-clinical integration paradigm shifts in the industry. Position Overview: The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed. *This role can be based remotely and requires the working hours of 9 AM - 5 PM PT. 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 Education: BA/BS Degree in related field or appropriate experience Experience: 2-4 years’ experience in a user-facing role, with an emphasis on providing trouble-shooting 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 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 Skills: Strong attention to detail Excellent organizational and time management skills Good communication 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. #LI-MT Responsibilities:

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.

Perform other duties as required.

Experience:

2-4+ 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.

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.

Skills:

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

Education:

BA/BS Degree and/or appropriate experience