Hybrid Associate Production Support Analyst

at Endpoint Clinical

• Job title: Associate Production Support Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Hyderabad, India

About the role

• The Associate Production Support Analyst at Endpoint provides remote technical support for IRT systems, ensuring efficient customer service and troubleshooting for users in India.

Responsibilities

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

Requirements

• 1-2+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone &
• 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
• A proven ability to understand technical concepts and learn very quickly, including experience with SQL
• 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
• Previous experience working in a fast-paced, support-oriented environment
• Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is
• Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools