Technical Support Specialist - Hammersmith, United Kingdom - Medidata Solutions

Medidata Solutions
Medidata Solutions
Verified Company
Hammersmith, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Requisition ID:

536200


Medidata:
Powering Smarter Treatments and Healthier People

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 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 clients' needs.

Your Competencies:


  • Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Support teams.
  • 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, deescalate, 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.
  • Ability to Present complex technical information to nontechnical audiences.
  • Reproduce technical problems, diagnose causes, identify temporary and longterm solutions and communicate status updates to clients.
  • Inform and instruct users on new products, features and best practices.
  • Ability to work with mínimal 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 Serverspecific training/work experience
  • Previous Helpdesk or Desk Side Support Experience is a big plus.

Your Education & Experience:
Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent 2 years minimum experience
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