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Be the Next Game Changer

Technical Support Specialist, eCOA

Japan, Tokyo

Your Mission: 

The primary responsibilities of the Technical Support Specialist, eCOA are to provide high-touch support to end-users by identifying, researching and resolving problems and issues potentially related to patient devices (iOS/Android) or Medidata Clinical Cloud. The Technical Support Specialist provides technical product and usage support to internal,external customers and patients. The Technical Support Specialist receives issues that the Tier I team could not resolve. The Technical Support Specialist has a comprehensive understanding of various internet technologies, handheld and tablet devices, and can troubleshoot issues from configuration to implementation. He/She takes an active role and full ownership in escalations beyond Technical Support ensuring timely resolutions.

  • Can troubleshoot implementation and configuration issues of the Medidata Clinical Cloud specifically eCOA and Medidata Rave EDC or on patient devices (iOS/Android)
  • Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integration
  • Ability to Present complex technical information to non-technical audiences
  • Understanding and leveraging Enterprise Mobility Management software such as AirWatch
  • Create and maintain knowledge objects, in applicable languages, which will be used by all Customer Success teams with an emphasis on a shift-left approach
  • Provide users with support on technical, operational, and user/account-related issues, on the phone, via email/ticketing system and/or in person
  • Ability to leverage logs and monitoring tools to provide analysis on device and subject compliance as well as troubleshoot product or device issue
  • Identify, research and resolve all client problems, questions and concerns in a timely manner.
  • 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

Your Competencies: 

  • Reproduce technical problems, diagnose causes, identify temporary solutions and communicate status updates to clients
  • Basic understanding of the SQL (Relational Database Query)  language
  • Inform and instruct users on new products, features and best practices
  • Manage and assist in the development and revisions of Support Knowledge Documentation
  • Strong Customer Service skills, both telephone and email, with excellent oral and written communications
  • Ability to work with minimal supervision
  • Ability to adhere to tight deadlines and clinical protocols
  • Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
  • Be able to prioritize work based on business and customer demands
  • Previous eCOA experience a big plus
  • Native level Japanese (read/write/speak) and business level English are required.


Your Education & Experience

  • Bachelor’s degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
  • SQL Server-specific training/work experience
  • Intermediate experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
  • Intermediate experience with C#, Visual Studios and ASP.NET
  • Experience with application debugging
  • 1 – 3 years of experience working in a regulated environment
  • Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus
  • Basic experience with Ruby, Java and HTML code
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