Technical Support Representative providing high quality telephone technical support and problem resolution for customers. Assisting with account - related issues and collaborating with team for performance maximization.
About the role
- Production Support Analyst serving as the primary contact for users of interactive response technology systems. Collaborating with the Client Services and Data Management teams to ensure effective support and resolution of queries.
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
Requirements
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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