associate Production support analystLaboratory Corporation of America

POSITION DESCRIPTION
Title: Associate Production Support Analyst
Position Overview: The Associate Production Support Analyst (APSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. The person in this role will workindependently with guidance from the PSA, Senior PSA, or Lead PSA. The role requires interaction withinternal study teams and external customers.
Responsibilities:
Provide excellent customer service to end users of endpoint IRT systems.
Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests areaddressed.
Troubleshoot technical and non-technical issues using documentation, system configuration, and otherresources
Document all incoming queries in endpoint's ticketing system.
Escalate to internal teams when issues cannot be resolved within the support team.
Reviews data change requests for clarity, completeness and impact.
Collaborates with Client Services and Customers as needed to ensure database updates are made in thespirit of the original request.
Executes SQL Data Scripts to view project data
Participates in conference calls and/or meetings with internal teams
Organize own workspace and deadlines to ensure timely completion of tasks.
This position will require weekend and holiday coverage.Perform other duties as required.
Qualifications:
Education
BA/BS Degree and/or appropriate experience
Experience:
1-2+ years' experience in a user-facing role, with an emphasis on providingtroubleshooting 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 efficientlydetermine the customer's need.
A proven ability to understand technical concepts and learn veryquickly, including experience with SQL databases.
Some experience in the life science industry preferred.
High-level of attention to detail with excellent organizational skills andability to multi-task.
Strong interpersonal skills with the ability to work effectively with a widevariety of professionals.
Previous experience working in a fast-paced, support-orientedenvironment preferred.
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 usingprovided reference sources, data and other tools.
Skills Required:
Strong attention to detail
Excellent organizational and time management skills
Excellent verbal and written communication skills
Technical aptitude
Adaptability/flexibility in a changeable, fast-paced environment
Ability to learn and apply new skills quickly
Critical thinking
Labcorp is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.
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Laboratory Corporation of America

Manila City, Metro Manila
Permanent
Full-time