lever
Production Support Analyst
Endpointclinical
Remote, USA
Full-time
Entry · 2+ years experience
Remote
Discovered 3 weeks ago
SQLIVRIWRIMRIRT
Free
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Key Skills for This Role
SQLIVRIWRIMRIRT
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- 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.
- 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.
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