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Be the Next Game Changer

Technical Support Specialist

United States, NY, New York Regular 6/21/2022 999008617

Medidata: Power Smarter Treatments and Healthier People


Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. 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 1,900+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, 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.

Your Mission:

The Technical Support team consists of technical experts who interact with clients and many Internal groups on a daily basis. The Technical Support  team provides product support to both internal and external customers, who use or support the Medidata Platform. The Technical Support  team receives issues that the Helpdesk team could not resolve. The Technical Support team ensures that the information sent by the Helpdesk team is accurate,properly tracked, and ready for advanced troubleshooting. The Technical Support team regularly reaches out to customers to obtain any additional information needed and resolves escalated issues. When resolution cannot be reached the Technical Support team properly packages the correct information and manages its triage throughout the different functional areas of Medidata (Tier III). The Customer Care group ensures the Tier III organization has the appropriate information necessary to troubleshoot and facilitates communication between the functional areas as needed. 

The Technical Support Specialist is a well rounded individual who has the ability to thrive in a high pressure environment while maintaining high quality and proper communication. The Technical Support Specialist has the ability to quickly learn different applications and technologies and apply that knowledge to resolve issues quickly.  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 (Tier III). 

  • Respond to telephone, email and fax inquiries from external and internal clients

  • Monitor and ensure 100% accuracy of all assigned escalations and work requests throughout the day and consistently resolve 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 incident resolution for reference and management reporting

  • Take part in the creation and maintenance of knowledge base

  • Take total ownership of an issue and see it through to completion

  • Reproduce technical problems, diagnose causes, identify temporary and long-term solutions, and communicate regular status updates to clients

  • Support SaaS applications and the browsers through which they are accessed 

  • 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

  • Review system metrics and help identify potential system degradation

  • Become a Subject Matter Expert in at least 1 Product within the Medidata Platform

  • Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls

  • Follow knowledge base articles and perform templated tasks with 100% accuracy

Your Competencies:

  • Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion

  • Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis

  • Highly self-motivated, able to multi-task. Keen to work in a fast paced entrepreneurial environment 

  • Excellent oral and written communication skills

  • Customer focus and a proven pro-active approach, ability to understand and define customer needs quickly and effectively

  • Ability to build a successful rapport with colleagues and customers 

  • Must possess a strong desire and affinity for learning new technologies quickly

  • Flexibility and ability to work nights if required

Your Education & Experience:

  • Bachelor's Degree or equivalent experience

  • 1-2 years previous Helpdesk or Desk Side Support experience 

  • Familiarity with any Issue Tracking software (Remedy, Zendesk, Peoplesoft) a strong plus

  • Experience in writing and following Technical Standard Operating Procedures 

  • Experience with application, system, and database monitoring methodologies, backup software, Internet technologies, and system security

  • Command of English (fluent/native) 

  • Command of Japanese (fluent/native) a plus

  • Experience in the Pharmaceutical/Healthcare/Clinical industry a strong plus

#LI-RM2

COVID Statement

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 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. 

Not available

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.