Be the Next Game Changer
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 Customer Success Technical Support Specialist provides technical product support to both internal and external customers, who use or support the use of Medidata Products. The Customer Success Technical Support Specialist receives issues that the Tier I team could not resolve. The Customer Success Technical Support Specialist is a seasoned analyst who has a proven record of satisfying clients. He/She is a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the Tier I team. He/She takes 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
Flexibility to work varied shifts and availability for on-call rotation and off-hour Critical Issues escalation
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
Your Education & Experience:
A minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience.
Medidata requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for an accommodation as determined by Medidata, consistent with applicable law. Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship on Medidata due to customer requirements, staffing needs, or other business reasons.
Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.
Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.
Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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.