IBM Watson Health - Senior Clinical Support Specialist - 3rd Shift in Bethesda, Maryland

Job Description

Job Description Detail: Job Summary

Working under minimal supervision the Senior Support Specialist is the point of contact for troubleshooting cases. The Senior Support Specialist must provide routine and emergency support to end users on a variety of issues. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. The Specialist must exercise independent judgment, as well as demonstrate a continuous positive attitude and be a team player.

Essential Job Duties

  • Be responsible for performing the duties and jobs of the Support Specialist by responding quickly and appropriately to help requests, work will include supporting remote users and sites.

  • Adhere to Helpdesk SLA’s and agreed to response times. Document common help requests and solutions. Work to solve root causes of recurring problems.

  • Accurately document all support activity in the tracking system in a timely manner.

  • Contributes positively towards the achievement of performance targets in all aspects of the team’s activities.

  • Effectively communicate with management and teammates in all stages of work.

  • Demonstrate soft skills and technical skills that contributes to client satisfaction.

  • Collaborate with our group and others within our business unit to provide seamless problem resolution.

  • Demonstrate ability to respond and update to customer issues in a timely manner, where applicable.

  • Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education.

  • Identifies and communicates improvements in the work process for customers and peers.

  • Flexible schedule to support 24x7 shift operations and on-call coverage (as applicable).

  • 3rd shift - EST 12:00 AM to 8:00 AM

  • Executes additional tasks as required by Management.

Required Technical and Professional Expertise

4+ years experience in clinical trials industry

2+ years experience with logic or programming

Preferred Tech and Prof Experience

2 + years working in a customer service environment

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.