Technical Support Specialist
6 days ago
**Requisition ID**:
529943
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
n/a
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