Technical Support Specialist

United States, NJ, Iselin
Regular
1/22/2024
537424

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.

- The primary responsibilities of the Technical Support Specialist are to provide support to end-users by identifying, researching and resolving problems and issues; create and conduct operational and technical trainings for clients; and partner with Sales, Marketing, and Account Management to meet clients’ needs.
- The Technical Support Specialist provides technical product support to both internal and external customers, who use or support the use of Medidata Products.They receive issues that the the Helpdesk team could not resolve.
- The Technical Support Specialist is a seasoned analyst who has a proven record of satisfying clients. They are a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the Helpdesk. They take an active role in ensuring that any escalation outside the Technical Support Specialist team is handled promptly and effectively by the different Medidata functional areas.

- Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Success teams.
- Provide users with support on technical, operational, and user/account-related issues, on the phone, via e-mail/ticketing system and/or in person.
- Identify, research and resolve all client problems, questions and concerns in a timely manner.
- Coordinate support resources for all problems and issues not resolved during the initial contact with client.
- Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate within the required client Service Level Agreements.
- Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
- Maintain proper tracking of problem resolution and conduct trend analysis for reference and management reporting.
- Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integrations.
- Ability to Present complex technical information to non-technical audiences.
- Reproduce technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients.
- Inform and instruct users on new products, features and best practices.
- Manage and assist in the development and revisions of Training Presentations, Exercises, Quick Reference Guides and Other Support Materials.
- Strong Customer Service skills, both telephone and email, with excellent oral and written communications.
- Previous Helpdesk or Desk Side Support Experience is a big plus.
- Ability to work with minimal supervision.
- Ability to adhere to deadlines and protocols.
- Experience with MS Outlook, MS Windows, MS Office Suite, Microsoft SQL Server, Magic Service Desk or other Issue Tracking software preferred.
- Ability to deliver with high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc..
- Ability to understand and write SQL scripts to extract and update data from databases.
- Must have the ability to learn new products as needed.
- Be able to prioritize work as business demands.

Education & Experience:

- A minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience.

The salary range posted below refers only to positions that will be physically based in New York City / New Jersey. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City / New Jersey, may differ based on the local market data in that region. The base salary pay range for this position is $55,500 to $81,056.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata’s non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; unlimited paid time off; and 10 paid holidays per year.

Diversity statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
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MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.