Technical Support Specialist
3 weeks ago
**Medidata: Power Smarter Treatments and Healthier People**
**Your Mission**:
**Your Competencies**:
- Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Success 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
- Flexibility to work varied shifts and availability for on-call rotation and 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 and conduct trend analysis for reference and management reporting
- Ability to present complex technical information to non-technical audiences
- Experience with MS Outlook, MS Windows, MS Office Suite, Microsoft SQL Server,
- Ability to understand and write SQL scripts to extract and update data from databases
**Your Education & Experience**:
- A minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience
LI-MC1 #LI-Hybrid
**Diversity statement**:
As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.
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