Technical Support Specialist

Medidata: a great place to work; a great place to stay

Medidata is leading the digital transformation of life sciences with the world's most-used platform for clinical development, commercial and real-world data. Powered by artificial intelligence and delivered by #1 ranked industry experts, the Intelligent Platform for Life Sciences helps pharmaceutical, biotech, medical device companies and academic researchers accelerate value, minimize risk and optimize outcomes. Medidata serves more than 1,000 customers and partners worldwide and empowers more than 100,000 certified users every day to create hope for millions of patients. Discover the future of life sciences: www.mdsol.com  

 We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. We are still led by our Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia with over 2000 employees.

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 customers, external customers and patients. The Technical Support Specialist should be able to handle all level 1 and level 2 issues for our customers and may be expected to act as the first line of support and take direct customer phone calls. 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)

• Provide resolutions at the first point of contact, avoiding call transfers or call backs

• Provide excellent customer service, empathy, negotiation and interpersonal skills

• 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: 

• Ability to understand and write SQL scripts to extract and update data from databases

• Reproduce technical problems, diagnose causes, identify temporary 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

• 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

• 25% Travel with the ability to travel within 24 hours notice

• Availability for weekend on call rotation for urgent customer issues

Your Education & Experience:

• A minimum of 1 years of related experience with a Bachelor’s degree; or an advanced degree without experience.

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.