AMVETS Jobs

Location: Hybrid

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy

.About our Company:

Medidata: Powering Smarter Treatments and Healthier People.

Medidata, a Dassault Systemes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 33,000 clinical trials and 10 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us on LinkedIn, Instagram, and X.

About the Team:

The Technical Support team consists of technical experts who interact with clients and many Internal groups on a daily basis.

The Technical Support team provides product support to both internal and external customers, who use or support the Medidata Platform.

The Technical Support team receives issues that the Helpdesk team could not resolve.

The Technical Support team ensures that the information sent by the Helpdesk team is accurate, properly tracked, and ready for advanced troubleshooting.

The Technical Support team regularly reaches out to customers to obtain any additional information needed and resolves escalated issues.

When resolution cannot be reached the Technical Support team properly packages the correct information and manages its triage throughout the different functional areas of Medidata (Tier III). The Customer Care group ensures the Tier III organization has the appropriate information necessary to troubleshoot and facilitate communication between the functional areas as needed.

The Manager of Technical Support is responsible for overseeing all customer service aspects of support for Medidata Customers.

The Manager must oversee and assist with all aspects of client relations tasks, including, but not limited to, Data Submissions, Client Support, End-user Training.

The Technical Support Manager is responsible for ensuring the team is following processes, tickets are properly completed, and customer satisfaction levels are improved.

Responsibilities:

• Responsible for staffing and managing Technical Support employees
• Ensure adequate staffing to meet fluctuations in support needs including multilingual support
• Monitor activities associated with Technical Support, including call answer timeframes, hold times and calls in queue to ensure that service levels are met and exceeded
• Monitor agent communications to ensure proper customer serviceIdentify and resolve training needsConduct weekly team meetings for information exchange and process improvement
• Review client surveys to determine service satisfaction and areas of improvement
• Mentor employees on effective client communications with the goal of preventing unnecessary issue escalation
• Coordinate support resources for all problems and issues not resolved during the initial contact with client
• On Call for Emergency situations
• Create, implement, improve, enforce, and maintain Technical Support processes, best practices, and knowledge base
• Coordinate and manage new software roll-out plans with engineering and VP, Operations
• Inform and instruct Technical Support staff on new products, features and best practices
• Assist in the development of product specifications for software releases and participate in the testing of releases
• Assist in the maintenance, creation, and updates to all Technical Support SOP's, WI, and job aids.
• Identify product issues and recommend solutions to clients as a means to avoid risk including regulatory non-compliance
• Responsible for performing negative survey follow ups for assigned customers through outbound phone call
• Maintain confidentiality of any negative customer feedback resulting from negative survey follow-ups
• Act as subject matter expert for systems, services, and products offered by MedidataServe as advisor to clients and internal stakeholders for all support related initiatives
• Maintain product, platform, and industry knowledge to create strategic solutions and recognize new business opportunities
• Provide users with product support on technical, operational, and user/account-related issues, on the phone, via e-mail and/or in person
• Work with various departments to meet service goals and achieve service level agreements (SLAs).
• Coordinate support resources for escalated issues, working in partnership with Helpdesk, Customer Support Team, Professional Services, and/or Product Development
• Regularly measure team using KPI to determine process, knowledge, and experience gaps among individuals and create actions plans to remediate
• Continuously mentor staff to improve skill set

Qualifications:

College degree preferred (Bachelor of Science, Business, Management or equivalent)

Customer Service, Implementation Consultant, and/or Technical Support (preferred pharmaceutical industry, clinical trials, regulatory, or medical field experience.)

2+ years management experience

3-5+ years support of a Microsoft environment

Minimum of 5 years' experience working in customer facing environment supporting software or SaaS applications/technology/service offerings

Proven ability to translate technical issues to business users

Experience providing initial troubleshooting of technical issues

Demonstrated Excellent communication skills, both written and verbal

Experience with call center phone system functionalityExperience with application, system, and database monitoring methodologies, backup software, Internet technologies, and system security

Proven ability to independently manage multiple high-profile client relationships with a goal of client retention.

Travel availability up to 25% of the year

Valid US driver's license.

Preferred:

Familiarity with any Issue Tracking software (Jira, SNOW, Peoplesoft) a strong plusTechnology and PC skills including full MS Office package (Word, Excel, Outlook, Project, PowerPoint), Google Suite, help desk/issue resolution systems, CRM)(Insert Pay Transparency Language Here)

As with all roles. Medidata sets ranges based on a number of factors including function,level, candidate expertise and experience and geographic location.

The base salary pay range for this position in the NYC Metro area is $96,000 to $128,000.

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 best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.Equal

Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including p regnancy, childbirth or medical or common conditions related to p regnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications will be accepted on an ongoing basis until the position is filled.

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