O pozici
About Us:
Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Raleigh-Durham, North Carolina with offices across the United States, Europe, and Asia.
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.
Co budeš dělat
- 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
- 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.
- This position requires weekend and holiday coverage.
- Perform other duties as required.
Koho hledáme
- BA/BS Degree in related field or appropriate 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
- 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email.
- 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.
- BA/BS Degree and/or appropriate experience
