Technical Support Specialist

Location: This is a hybrid remote/in-office role.

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week following Company policy.

About our Company:

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating over 25 years of ground-breaking technological innovation across more than 38,000 trials and 12 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 registered users across approximately 2,300 customers trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. A Dassault Systèmes brand (Euronext Paris: FR0014003TT8, DSY.PA), Medidata is headquartered in New York City and has been recognized as a Leader by Everest Group and IDC. Discover more at www.medidata.com. Listen to our latest podcast, from Dreamers to Disruptors, and follow us at @Medidata.

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.

The salary range posted below refers only to positions that will be physically based in New York, NY. 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, NY may differ based on the local market data in that region.

The base salary pay range for this position is $66,000.00 to $88,000.00

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 benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata 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, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

We will accept applications on an ongoing basis until we fill the position.

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