Technical Support Specialist (NYC or NJ Office)

About the role

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 training for clients; and partner with Sales, Marketing, and Account Management to meet clients' needs.

Responsibilities

• Create and maintain necessary knowledge objects which will be used by all Customer Success teams.
• Provide users with support on technical, operational, and user/account-related issues, on the phone, via e-mail/ticketing system.
• Identify, research and resolve all client reported issues, questions and concerns in a timely manner.
• Cook up support resources for all problems and issues not resolved during the initial contact with the 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.
• Cook up issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Keep track 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.
• Able 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.
• 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.
• Previous Helpdesk or Desk Side Support Experience is a big plus.
• Previous experience with platform products and integrations is a big plus.
• Able to work with minimal supervision.
• Able to adhere to deadlines and protocols.

Qualifications

• Experience with MS Outlook, MS Windows, MS Office Suite (or equivalent) , Microsoft SQL Server, Zendesk/ServiceNow or other Issue Tracking software preferred.
• Ability to deliver with high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
• Ability to understand and write SQL scripts to extract and update data from databases.
• Must have the ability to learn new products as needed.
• Be able to prioritize work as business demands.
• A minimum of 2 years of related experience with a Bachelor's degree; or an advanced degree without experience.

Benefits

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 benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.