Medidata Solutions, Inc. seeks a Senior Technical Support Specialist in Iselin, NJ to create and maintain necessary knowledge objects, in applicable languages, 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 email/ticketing system and/or in person. 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 for reference and management reporting. Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integrations. Ability to present complex technical information to non-technical audiences. Review system metrics and help identify performance tuning needs and trends. 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 module documentation, including 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. Ability to work with minimal supervision. Ability to adhere to deadlines and protocols. Experience in training of support resources. Experience with MS Outlook, MS Windows, MS Office Suite, Microsoft SQL Server, Magic Service Desk 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 complex SQL scripts to extract and update data from databases. Knowledge of integration of pipe-delimited files into databases. Experience in reading, updating, and finding problems in database Stored Procedures. Must have the ability to take on multiple new products and learn them at SME level. Understanding of Agile and SDLC. Ability to prepare technical design documents. Be able to prioritize work as business demands.
To apply: Visit https://www.jobpostingtoday.com/application/84190/apply
JOBS.NOW Note: To tap into these hidden job opportunities, it's crucial to adhere strictly to the application process outlined in each job ad. At JOBS.NOW, we ensure that every listing includes detailed employer instructions. Follow them precisely to be considered for these unique positions!
The "Log Application" button simply allows you to log the application for your records - JOBS.NOW does not submit any applications to employers directly. Remember to still apply through the method indicated in the job ad (mail, email, or via link).
Please note that JOBS.NOW is an independent website and does not post this listings on behalf of any employers nor do we receive any compensation for these listings. All listings are sourced via media or internet channels required by the PERM process.
