Production Support Analyst

Team: 472 COGS - Customer Support

Location: Hyderabad, India

Commitment: F - Full Time

Workplace Type: hybrid

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