Technical Support Specialist - Iselin, United States - Medidata Solutions

Description

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systemes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata's ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at and follow us @medidata.

Your Mission:

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 Care Technical Specialist provides technical product support to both internal and external customers, who use or support the use of Medidata Products. The Customer Care Technical Specialist receives issues that the Tier I team could not resolve. The Customer Care Technical 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 Specialist team is handled promptly and effectively by the different Medidata functional areas

Technical Support Specialists are responsible for:

• Proactively develop and foster relationships with client personnel (users) and their managers to form strategic partnership and customer relationships globally to deliver support.
• Work closely with the IS organization to meet customer expectations
• Work closely with the Hosting/R&D organization to communicate customer needs and requirement
• Work closely with the Sales organization to provide prospect support and customer health information.
• Work closely with the Marketing to provide subject matter expertise at customer meetings/congresses and social media.
• Work closely with the Professional Services organization to define customer processes in line with Medidata procedures. Document exceptions to standard procedures by creating knowledge objects, in applicable languages, which will be used by all Customer Care teams.
• Provide users with support on technical, operational, and user/account-related issues, on the phone, via e-mail 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
• Document, track and monitor the customer's health to ensure a timely resolution of issues and concerns.
• Introduce software to new users and conduct new/refresher training sessions, in person and/or virtually. Maintain communications with newly trained users of applicable modules to build strong customer relationships
• Be available for a on-call rotation for 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 for reference and management reporting
• Take part in the creation and maintenance of knowledgebase data
• Take total ownership of an issue and see it through to completion
• 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
• Review system metrics and help identify performance tuning needs.
• Reproduce technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients
• Coordinate and manage new software rollout plans with R&D
• Inform and instruct users on new products, features and best practices
• Assist in the development of module specifications for software releases and participate in the testing of all releases
• Assist in the development and release of client newsletters
• Manage and assist in the development and revisions of module documentation, including, Training Presentations, Exercises, Quick Reference Guides and Other Support Materials
• Collect client data while at a client's site as required
• Assist in the review of all support SOPs annually, confirm and/or improve

Your Competencies:

• Proven ability to independently manage multiple high-profile client relationships with a goal of client retention.
• 4 years previous Helpdesk or Desk Side Support experience
• Flexibility and ability to work nights if required
• Experience in writing and following Technical Standard Operating Procedures
• Experience with application, system, and database monitoring methodologies, backup software, Internet technologies, and system security
• Demonstrated excellence in communication skills (written and oral).
• PC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint).

Your Education & Experience:

• Bachelor of Science degree or equivalent
• Extensive Customer Service and/or Training (preferred pharmaceutical industry/medical field experience.)

As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.

The salary range for positions that will be physically based in the NYC Metro Area is $55,500-81,056.

The salary range for positions that will be physically based in the California Bay Area is $58,500-78,000.

The salary range for positions that will be physically based in the Boston Metro Area is $54,000-72,000.

The salary range for positions that will be physically based in Texas or Ohio is $48,750-65,000.

The salary range for positions that will be physically based in all other locations within the United States is $49,500-80,567.

Medidata follows a hybrid office policy in which employees who live within 25 miles of a Medidata office are expected to work on site a certain number of days per week (with the specific in-office days to be designated by your team). On July 8, 2024, employees will be expected to work on site at least 2 days per week. This will increase to at least 3 days per week beginning January 2, 2025.

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; 401(k) matching; unlimited paid time off; and 10 paid holidays per year.

Diversity statement As a game-changer in sustainable technology and innovation, Dassault Systemes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future. Equal opportunity In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS 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 (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.