Technical Support Specialist

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.

The salary range posted below refers only to positions that will be physically based in New York City. 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 City, may differ based on the local market data in that region. The base salary pay range for this position is $55,000-$75,237.

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 under the terms of applicable plan documents, while many of Medidata’s non-sales positions are eligible for annual bonuses. Additionally, Medidata provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most and should help you care for those who matter most. For that reason, we provide an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.

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.

Covid Statement

Our Company requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for a medical, religious or state-required accommodation or otherwise exempt 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 due to customer requirements, staffing needs, or other business reasons. Definition of full-vaccination: Employees are considered to be fully vaccinated two weeks after their second dose in a 2-dose series or two weeks after a single-dose vaccine.