United BioSource Corporation (www.unitedbiosource.com) is a global pharmaceutical services company with a strong focus on customized technology solutions for the drug development and commercialization process. The Company has more than 1,000 employees and 19 offices worldwide. Our company is profitable, rapidly growing, and is the clear leader and innovator in technology solutions for clinical trials. We have a focused mission--to help reduce healthcare costs by making the drug development process more efficient and cost-effective for our clients through the use of technology.

Clinical Technologies—a division of UBC with offices located in downtown San Francisco, Langhorne (Pennsylvania), and London, England—helps life sciences companies by providing highly-customized web-based software including electronic data capture (EDC) and interactive voice response systems (IVRS) that make the testing processes for new medicines, technologies and medical devices more efficient and more reliable. Having started in the San Francisco Bay Area, we work hard to maintain a casual, fun and motivated work culture.

Because of the success of our technologies we are experiencing rapid growth and currently have a Production Support Analyst position open in the San Francisco office for the 1:30p - 9:30p shift for candidates who like working in a fast-paced, entrepreneurial environment.

If this position sounds like a perfect fit with your experience and interests—and you want to be part of the excitement of leading technology company in the pharmaceutical industry—then we want to hear from you!

Important Notes:
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Send your resume and salary requirements to careers.technologies@unitedbiosource.com, and include the job title & job location in the subject line of your e-mail. We have multiple positions available across the country, and supplying this information will result in your resume being reviewed sooner!

Resumes sent without salary requirements may not be considered.

Although candidates from other locations may be considered, no relocation assistance will be offered for these positions. offered for these positions.

Duties & Responsibilities:
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• Answer inbound calls and e-mails, determine customer problems through asking appropriate questions, and help customers resolve issues (Tier 1 & 2 Support)
• Assist in daily operations including, but not limited to, telephone and email support, diagnosing problems and completing regularly scheduled activities.
• Provide internal Technical Support to project team members.
• Investigate and coordinate corrective actions for after-hours Telecom and Network issues
• Investigate, resolve and escalate production issues
• Coordinate problem escalation to other staff members. Communicate resolution to appropriate IT staff and system users.
• Log calls and resolutions through our Helpdesk ticketing system.
• Understand the general technical requirements of assigned applications.
• Train and stay current on all present and future client systems.
• Periodic review of support documentation for compliance and archival.
• Assist with defining policies and procedures to constantly improve call handling and resolution process.
• Possess general understanding of the company System Life cycle Methodology and prepare basic project deliverables under the directions of the Senior Production Support Analyst.
• Work in a team environment supporting a 24x7x365 call center; shared responsibility for “on-call” during non-staffed hours.
• Carry a cell phone during business hours and on-call hours.
• Perform other duties as required.


Required Skills & Experience:
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• Degree in IT, Computer Science or related field or equivalent professional experience.
• 1+ year in providing technical trouble-shooting support over the telephone and via e-mail
• Working knowledge of SQL server.
• Excellent customer service and verbal communications skills, especially over the telephone. This includes the ability to ask questions to quickly and accurately understand customer issues as well as the ability to communicate/translate technical concepts and instructions to non-technical customers.
• Ability to remain patient, diplomatic and calm in communicating with others.
• Demonstrated superior analytical and technical problem solving capabilities; can see underlying or hidden problems or patterns.
• Superior written, verbal and presentation skills are necessary to effectively convey directions and information to customers and team members.
• Ability to successfully handle and prioritize multiple work requests and/or projects simultaneously with little or no immediate supervision.
• Ability to learn new technical skills and processes quickly.
• Required work shift/hours of work will be assigned at the time of hire based on business needs.
• Occasional flexibility in work hours may be required in order to cover for vacations and illnesses of other Analysts, meetings, training sessions and other similar company activities.

• Location: San Francisco
• Principals only. Recruiters, please don't contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.