Associate Production Support Analyst

Job description

Endpoint Clinical is hiring an Associate Production Support Analyst to serve as a primary contact for end users of its Interactive Response Technology (IRT) systems. The role supports internal study teams and external customers by responding to phone and email queries, troubleshooting technical and non-technical issues, documenting requests in the ticketing system, escalating unresolved problems, reviewing data-change requests, collaborating on database updates, executing SQL data scripts to view project data, and participating in internal calls and meetings. The official posting states Monday–Friday working hours of 9:30 PM–5:30 AM IST and notes that weekend and holiday coverage is required.

Requirements

• BA/BS degree in a related field or appropriate experience.
• 1–2+ years of experience in a user-facing role, with an emphasis on troubleshooting assistance and technical support via phone.
• Ability to communicate effectively with non-technical users and diagnose customer issues through clear questioning.
• Ability to understand technical concepts and learn quickly, including experience with SQL.
• High attention to detail, strong organizational ability, and capacity to manage multiple tasks.
• Strong interpersonal skills and ability to work effectively with varied internal and external stakeholders.
• Previous experience working in a fast-paced, support-oriented environment.
• Ability to troubleshoot customer issues using reference sources, data, documentation, and other available tools.
• Ability to support the stated Monday–Friday 9:30 PM–5:30 AM IST schedule and required weekend/holiday coverage.

Skills

• Customer Support
• Technical Support
• Troubleshooting
• SQL
• Ticketing Systems
• IRT Systems
• Critical Thinking
• Attention to Detail
• Organization & Time Management
• Verbal & Written Communication
• Adaptability