Technical Support Specialist, eCOA

Software Development

Japan - Tokyo

Requisition ID



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

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.