Production Support Analyst

Ovii's Interpretation of the Role

The Production Support Analyst serves as the primary point of contact for users of Endpoint's Interactive Response Technology (IRT) systems, delivering troubleshooting, training, and configuration assistance. The role operates remotely within India on a hybrid schedule, handling queries, data change requests, and weekend/holiday coverage.

Role Snapshot

• Primary contact for IRT system users
• Troubleshoot technical and non‑technical issues
• Execute SQL data scripts for updates and reporting
• Provide training and guidance on IRT platforms
• Log and manage all support tickets
• Collaborate with Client Services and customers

Must-Have Requirements

• SQL databases
• Customer service (phone & email)
• Attention to detail
• Organizational & time‑management
• Verbal and written communication
• user‑facing support
• troubleshooting
• SQL database usage
• BA/BS Degree in related field or appropriate experience

Nice-to-Have Signals

• Life‑science industry knowledge
• IVR / IWR / IMR platform experience
• Fast‑paced environment adaptability
• life science industry exposure
• fast‑paced entrepreneurial environment
• IVR/IWR/IMR platform familiarity
• life sciences

Work Setup

• Location: India
• Work mode: HYBRID
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: India
• Timezone: 9 AM - 5 PM PT
• Employment type: Full-Time
• Shift: 9 AM - 5 PM PT

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to user queries via phone and email, ensuring timely resolution or escalation
• Execute and verify SQL scripts for database updates and reporting
• Log all support tickets and data change requests in the internal tracking system
• Provide training, guidance, and documentation for end‑users of IRT systems
• Review change requests for clarity, impact, and completeness before implementation
• Collaborate with Client Services and customers to align database updates with original requests
• Cover weekend and holiday support as required
• Mentor associate PSAs and contribute to knowledge‑base content

Good Fit If You Have

• Adept communicator able to guide non‑technical users
• Quick learner with strong technical aptitude for SQL and system configuration
• Detail‑oriented and able to multitask in a fast‑paced environment