Production Support Analyst

🕒 June 8

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Endpoint Clinical

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 $1.7M Debt Financing on 2010-03

Biotechnology • Healthcare Insurance • Pharmaceuticals

Endpoint Clinical is a leader in Randomization and Trial Supply Management (RTSM) solutions, specializing in transforming and accelerating clinical trials with transparency, trust, and innovation. Their technology enhances efficiency and accuracy in patient randomization and clinical supply management. Supporting a range of therapeutic areas, Endpoint Clinical provides tailored solutions for large pharmaceutical sponsors, small-to-mid-sized sponsors, and Contract Research Organizations (CROs). Their advanced, configurable technology optimizes trial processes, improves drug supply management, and enhances site experience, ensuring global trials remain on track.

📋 Description

• 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

🎯 Requirements

• BA/BS Degree in related field or appropriate 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

🏖️ Benefits

• 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.