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Endpoint Clinical

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Production Support Analyst

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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.

The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed.

Responsibilities:

  • 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.

Experience:

  • 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.
  • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal.
  • Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.

Skills:

  • Strong attention to detail
  • Excellent organizational and time management skills
  • Excellent verbal and written communication skills
  • Technical aptitude
  • Adaptability/flexibility in a changeable, fast-paced environment
  • Ability to learn and apply new skills quickly
  • Critical thinking

Education:

  • BA/BS Degree and/or appropriate experience
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What this application asks

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Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL

  • Please provide your full legal name as it appears on your passport . Include your first, middle (if any), and last name with no abbreviations. This name will be used verbatim on your offer letter and all employment documents.
  • How did you hear about this job?
  • Do you have a relative that's currently employed by Endpoint? choose one · optional
  • If you are under 18 years of age, can you provide required proof of you eligibility to work? choose one · optional
  • Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? choose one · optional
  • Are you currently on "layoff" status and subject to recall by another organization? choose one · optional
  • Can you travel if your job requires it? choose one · optional
  • Have you entered into a non-disclosure or non-compete agreement or understanding of any previous employer? choose one · optional
  • Current CTC
  • Desired CTC
  • What is your notice period optional
  • This is to notify you that personal data about you has been collected by Endpoint Clinical L.P. (“Endpoint”), which is located 8045 Arco Corporate Drive, Suite 250, Raleigh, NC 27617 and can be contacted by emailing [email protected], because Endpoint wishes to evaluate your candidacy for employment. Your personal data was either obtained from an application via a job board or website, publicly available sources (e.g. LinkedIn) or provided to Endpoint by someone who referred you for potential employment. Your personal data will be processed for the purposes of managing Endpoint’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by Endpoint, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data has been shared with Lever, Inc., a cloud services provider located in the United States of America and engaged by Endpoint to help manage its recruitment and hiring process on Endpoint’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under the EU-US Privacy Shield Framework. You can obtain a copy of the standard contractual clauses by contacting us at [email protected]. Your personal data will be retained by Endpoint for two (2) years after notifying you of the outcome of the recruitment exercise. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority. choose one · optional
  • Depending on your previous experience, Endpoint may choose to consider you for other positions within the company. Do you allow for Endpoint to use the information submitted in this application for that purpose? choose one · optional

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