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.
Position Overview:
The Associate Production Support Analyst (APSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. The person in this role will work independently with guidance from the PSA, Senior PSA, or Lead PSA. The role requires interaction with internal study teams and external customers.
* This role can be based remotely in India and will have working hours from Monday - Friday 930p-530a Indian Standard Time
Responsibilities:
Provide excellent customer service to end users of endpoint IRT systemsRespond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are addressedTroubleshoot technical and non-technical issues using documentation, system configuration, and other resourcesDocument all incoming queries in endpoint’s ticketing systemEscalate to internal teams when issues cannot be resolved within the support teamReviews data change requests for clarity, completeness and impactCollaborates with Client Services and Customers as needed to ensure database updates are made in the spirit of the original requestExecutes SQL Data Scripts to view project dataParticipates in conference calls and/or meetings with internal teamsOrganize own workspace and deadlines to ensure timely completion of tasksThis position will require weekend and holiday coveragePerform other duties as required
Education:
BA/BS Degree in related field or appropriate experience
Experience:
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’sA proven ability to understand technical concepts and learn very quickly, including experience with SQLSome experience in the life science industry preferredHigh-level of attention to detail with excellent organizational skills and ability to multi-taskStrong interpersonal skills with the ability to work effectively with a wide variety ofPrevious experience working in a fast-paced, support-oriented environmentPrior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms isAbility to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools
Skills:
Strong attention to detailExcellent organizational and time management skillsExcellent verbal and written communication skillsTechnical aptitudeAdaptability/flexibility in a changeable, fast-paced environmentAbility to learn and apply new skills quicklyCritical thinking
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