The primary responsibilities of the Customer Care Technical 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 (Tier III).
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
Bachelors of Science degree or equivalent
Extensive Customer Service and/or Training (preferred pharmaceutical industry/medical field experience.)
Proven ability to independently manage multiple high-profile client relationships with a goal of client retention.
3-4 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).
Travel availability 50% of the year if applicable by Medidata location
Hear what our employees have to say about working at Medidata Solutions. http://www.maddash.net/videos/medidata
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, national origin, age, disability, or status as a veteran. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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