Production Support Analyst

The Production Support Analyst (PSA) is responsible for providing excellent customer service to end users of endpoint Interactive Response Technology (IRT) systems. They will triage and respond to incoming queries, troubleshoot technical and non-technical issues, and document all queries in the ticketing system. The PSA will also collaborate with internal teams and customers, make minor modifications to SQL Data Scripts, and provide guidance to associate PSAs. They must have strong Japanese speaking and writing skills and be able to work remotely with specific working hours.

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

Participate 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

• Strong, professional Japanese speaking and writing skills
• Excellent customer service skills
• Ability to triage and respond to incoming queries in a timely manner
• Troubleshooting skills for technical and non-technical issues
• Documentation skills for recording queries in a ticketing system
• Ability to escalate issues to internal teams when necessary
• Reviewing data change requests for clarity, completeness, and impact
• Collaborating with Client Services and Customers for database updates
• Executing SQL Data Scripts for viewing project data and system configuration
• Participating in conference calls and meetings with internal and external teams
• Organizational skills to meet deadlines
• Providing guidance and mentoring to associate PSAs
• Creating and submitting training and knowledgebase materials
• Strong decision-making and IRT troubleshooting skills
• Weekend and holiday coverage required
• BA/BS Degree in related field or appropriate experience
• 2-4 years' experience in a user-facing role, providing troubleshooting assistance and technical support via phone and email
• Adept communication skills

• Weekend and holiday coverage required
• BA/BS Degree in related field or appropriate experience
• 2-4 years' experience in a user-facing role
• Adept communicators, able to provide guidance to non-technical users
• Experience with SQL databases
• Some experience in the life science industry preferred
• High-level of attention to detail
• Excellent organizational skills and ability to multi-task
• Strong interpersonal skills
• 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 customer issues using provided reference sources, data, and other tools
• Strong verbal and written Japanese speaking skill
• 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