Technical Support Specialist
Location
Hammersmith, Greater London | United Kingdom
Job description
Requisition ID
536200
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes 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 Medidataâs 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 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 a seasoned analyst who has a proven record of working and helping clients. They are a reference point for the entire team on various application topics and can 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.
The primary responsibilities of the Technical Support Specialist are:
- To provide support to end-users by identifying, researching and resolving problems and issues;
- To create and conduct operational and technical training for clients; and partner with Sales, Marketing, and Account Management to meet clientsâ needs.
Your Competencies:
- Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Support 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.
- 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.
- Strong Customer Service skills, both telephone and email, with excellent oral and written communications.
- Ability to work with minimal supervision and adhere to deadlines and protocols.
- Experience with MS Outlook, MS Windows, MS Office Suite, Microsoft SQL Server, Service Now or other Issue Tracking software preferred.
- Must have the ability to learn new products as needed.
- Be able to prioritize work as business demands.
- SQL Server-specific training/work experience
- Previous Helpdesk or Desk Side Support Experience is a big plus.
Your Education & Experience: Bachelorâs degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent 2 years minimum experience
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.
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