Production Support Analyst (Swing Shift & Japanese Speaking) at endpoint Clinical (Remote)

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About us:

endpoint is at the forefront of the evolving e-clinical technology industry with more than 20 years of experience designing, enhancing and deploying robust, configurable IRT solutions.

At our core is a commitment to the continuous evolution and enhancement of IRT to improve your trial management. Our unique, single-focus approach makes endpoint the only company with the knowledge and experience needed to drive IRT and e-clinical integration paradigm shifts in the industry.

Position Overview:

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.

*This role can be based remotely (West Coast Preferred) and requires the working hours of 5PM - 1AM PST, M-F. This role also requires strong, professional Japanese language skills.

Responsibilities:

  • Provide excellent customer service to end users of endpoint IRT systems
  • Assist users with access questions (resetting accounts, providing login support, etc.)
  • Provide training/guidance for users of all endpoint IRT systems
  • Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are resolved and/or handed-off to the project-specific Project Manager for completion during business hours
  • Log all incoming queries in endpoint’s internal tracking system
  • Log incoming Data Change Requests in endpoint’s internal tracking system
  • Provide administrative and IRT configuration support for Client Services team members
  • Reviews 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 and Queries for database updates and reporting
  • This position will require weekend and holiday coverage

Education:

  • BA/BS Degree in related field or appropriate experience

Experience:

  • 2-4 years’ experience in a user-facing role, with an emphasis on providing trouble-shooting 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
  • Previous experience working in a fast-paced, entrepreneurial environment preferred
  • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal
  • Must also be able to work with very little or no immediate supervision; ability to trouble-shoot on your own to determine the source of a customer issue is imperative

Skills:

  • Strong attention to detail
  • Excellent organizational and time management skills
  • Good communication skills
  • An excruciatingly high-level of attention to detail with excellent organizational skills and a proven ability to multi-task
  • Strong interpersonal skills with the ability to work effectively with a wide variety of professionals

endpoint is an equal opportunities employer AA/M/F/Veteran/Disability.    

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Technology we use

  • Engineering
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ASP.NETFrameworks

An Insider's view of endpoint Clinical

What are some social events your company does?

Along with quarterly massages, we got to enjoy each others' company, while learning about different cultural events such as Hanukkah and Lunar New Year through shared experiences and delicious foods. Since then, our teams have worked hard to encourage mental health and wellness, as well as physical health and wellness during quarantine.

Janice

Project Manager

How do you collaborate with other teams in the company?

Part of my job as Desktop Support is to communicate with our employees frequently. We use several different methods to accomplish this. We utilize a ticketing system, MS Teams, and Go To Assist for the communications with both our office-based or remote employees. The tools we use make it easy to troubleshoot & resolve technical issues.

Jeff

Desktop Support Technician

What are endpoint Clinical Perks + Benefits

endpoint Clinical Benefits Overview

endpoint offers a few different benefit plan options for our employees to choose from. We also have a generous PTO offering, starting at 20 days per year. We are pleased to offer a 401k plan (with matching) as well as a 529 Plan!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Promote from within
Online course subscriptions available

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