IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients.
Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.
Opportunity to join a project on Clinical Trials' area in our company, Oeiras, Lisbon.
Is in charge of technical assistance services and provides a first line support service;
Register the calls in the Help Desk Management tool according to the agreed procedures;
Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;
Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone / email / network based support to the customers
Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;
Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;
Follow up the incidents until their resolution or their closing;
Alert the Help Desk Supervisor or Help Desk Manager in case of issue;
Update and complete the helpdesk knowledge database,
Keep himself updated on the company products;
Act as a reference for his colleagues;
Share the information with the other team members and the management;
Contribute to the integration of new colleagues (training, monitoring);
Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);
As required, assist or provide training for clients.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES :
Education & experience :
College certificate or equivalent experience (12 years of studies);
If possible, previous experience in Service Desk Operation;
Knowledge of Pharma industry is a plus.
Skills & Competencies :
Native speaker in German or Fluent ;
English - Professional proficiency ;
Windows Operating System;
Strong Communication Skills;
Customer service experience;
Problem solving skills;
Ability to think logically;
Ability to work under pressure;
Ability to learn quickly;
If you're not a EU citizen you must have a resident visa or a permanent visa.