Career
Technical Support Specialist, eCOA
Software Development
Japan - Tokyo
Requisition ID
531833
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