Technical Support Specialist

About our Company :

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than 36,000 trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at .

About the Team :

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 training 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 Helpdesk team could not resolve.

The Technical Support Specialist is an experienced analyst who has a proven record of satisfying clients. They are a reference point for the entire team on various application topics and are 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.

Responsibilities :

• Create and maintain necessary knowledge objects 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.
• Identify, research and resolve all client reported issues, questions and concerns in a timely manner.
• Coordinate support resources for all problems and issues not resolved during the initial contact with the 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.
• Previous experience with platform products and integrations is a big plus.
• Ability to work with minimal supervision.
• Ability to adhere to deadlines and protocols.

Qualifications :

• Experience with MS Outlook, MS Windows, MS Office Suite (or equivalent) , Microsoft SQL Server, Zendesk/ServiceNow 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.
• A minimum of 2 years of related experience with a Bachelor's degree; or an advanced degree without experience.

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; a generous pension; and 25+ paid holidays per year.

Applications will be accepted on an ongoing basis until the position is filled.

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