Manager, Application Support / Technical Support (Tier 2)


: $64,440.00 - $103,980.00 /year *

Employment Type

: Full-Time


: Information Technology

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Position at Medidata Solutions > We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. We are still led by our Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia with over 2000 employees.Your Mission: 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/application 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 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. The Customer Success group ensures the Tier 4 organizations have the appropriate information necessary to troubleshoot and facilitates 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. The Technical Support Manager should be familiar with the Medidata Platform and be able to provide guidance to the Technical Support team on issue handling and next steps.Act as subject matter expert for troubleshooting products offered by MedidataBe able to learn new products and technologies and train the Technical Support Specialist team.Regularly measure team using KPI to determine process, knowledge, and experience gaps among individuals and create actions plans to remediateLeverage ticket reports, dashboards, and manual review to ensure issue handling processes are being adhered to as well as determine methods to improve overall issue handling qualityInform and instruct Technical Support staff on new products, features and best practicesConduct weekly and quarterly team meetings for information exchange and process improvementCreate, implement, improve, enforce, and maintain Technical Support processes, best practices, and knowledge baseServe as advisor to clients and internal stakeholders for all support related initiativesWork with various departments to meet service goals and achieve service level agreements (SLAs).Provide users with product support on technical, operational, and user/account-related issues, on the phone, via e-mail and/or in personIdentify and resolve training needsResponsible for staffing and managing Technical Support employeesReview client surveys to determine service satisfaction and areas of improvementMentor employees on effective client communications with the goal of preventing unnecessary issue escalationAssist in the maintenance and updates to all Technical Support SOPs, WI, and job aids.Identify product issues and recommend solutions to clients as a means to avoid risk including regulatory non-complianceMaintain product, platform, and industry knowledge as a means to create strategic solutions and recognize new business opportunitiesCoordinate support resources for escalated issues, working in partnership with Helpdesk, Customer Care Team, Professional Services, and/or Product DevelopmentYour Competencies: Proven ability to translate product technical and usage issues to business usersExperience troubleshooting complex applications both from a UI/UX and database/code base perspectiveDemonstrated Excellent communication skills, both written and verbalExperience with call center phone system functionalityExperience with application, system, and database monitoring methodologies, backup software, Internet technologies, and system securityExperience leading a team of at least 5 peopleTravel availability up to 10% of the yearValid US drivers license. Experience with troubleshooting or implementing the Medidata Clinical Cloud a strong plusFamiliarity with any Issue Tracking software (Zendesk) a strong plusTechnology and PC skills including full MS Office package (Word, Excel, Outlook, Project, PowerPoint), Google Suite, help desk/issue resolution systems, CRM)Command of Japanese (fluent) a plusYour Education & Experience:College degree (Bachelors of Science, Business, Management or equivalent)Customer Success, Implementation Consultant, Application Support, and/or Technical Support (preferred pharmaceutical industry, clinical trials, regulatory, or medical field experience.)0-2 years management experienceDemonstrable Medidata product proficiency3-5 years support of a Microsoft environmentMinimum of 3 years experience working in customer facing environment supporting software or SaaS applications/technology/service offeringsMedidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.Medidatas solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Associated topics: client support, customer support, desk, excel, msword, support, system support, technical support, technical support specialist, troubleshoot * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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