Production Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver outstanding customer service to users of endpoint IRT systems.

• Assist users with access inquiries, including account resets and login support.

• Offer training and guidance for all users of endpoint IRT systems.

• Address all incoming queries via phone and email promptly, ensuring all requests are resolved or escalated to the project-specific Project Manager for completion during business hours.

• Record 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 assistance to Client Services team members.

• Review change requests for clarity, completeness, and potential impact.

• Collaborate with Client Services and Customers as necessary to ensure database updates align with the original request.

• Execute SQL Data Scripts and Queries for database updates and reporting.

• This role will require coverage during weekends and holidays.

⛳️ Requirements

• BA/BS Degree in a relevant field or equivalent experience.

• 2-4 years of experience in a user-facing position, focusing on providing troubleshooting assistance and technical support via phone and email.

• Ideal candidates should possess strong communication skills, capable of guiding non-technical users and asking questions that effectively identify the customer's needs.

• Demonstrated ability to grasp technical concepts quickly, including familiarity with SQL databases.

• Some experience in the life sciences sector is preferred.

• Previous experience in a dynamic, entrepreneurial environment is advantageous.

• Prior experience with voice (IVR), web (IWR), and mobile (IMR) platforms is highly desirable.

• Must be able to work independently with minimal supervision; the ability to troubleshoot autonomously to identify the source of customer issues is essential.

🏝️ Benefits

• endpoint is an equal opportunity employer AA/M/F/Veteran/Disability.

• In accordance with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.