Associate Production Support Analyst

The Associate Production Support Analyst (APSA) is responsible for providing excellent customer service and technical support to end users of endpoint Interactive Response Technology (IRT) systems. This role requires strong communication skills and the ability to troubleshoot technical and non-technical issues using available resources. The APSA will document all queries in the ticketing system and escalate issues when necessary. Weekend and holiday coverage may be required. Ideal candidates should have 1-2+ years of experience in a user-facing role and be adept communicators.

• Provide excellent customer service to end users of endpoint IRT systems
• Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are addressed
• 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
• Reviews data 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 to view project data
• Participates in conference calls and/or meetings with internal teams
• Organize own workspace and deadlines to ensure timely completion of tasks
• This position will require weekend and holiday coverage
• Perform other duties as required

• BA/BS Degree in related field or appropriate experience
• 1-2+ years' experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone
• Adept communicators, able to provide guidance to non-technical users and ask questions accurately and efficiently

• Weekend and holiday coverage required
• BA/BS Degree in related field or appropriate experience
• 1-2+ years' experience in a user-facing role, providing troubleshooting assistance and technical support via phone
• Adept communicators, able to provide guidance to non-technical users and ask questions to determine customer's needs
• Ability to understand technical concepts and learn quickly, including experience with SQL
• Some experience in the life science industry preferred
• High-level attention to detail and excellent organizational skills
• Strong interpersonal skills and ability to work effectively with a wide variety of individuals
• Previous experience in a fast-paced, support-oriented environment
• Prior experience with voice (IVR), web (IWR), and mobile (IMR) platforms
• Ability to troubleshoot customer issues using provided reference sources, data, and tools
• 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