Tech Systems/Support Analyst (German)

IQVIA

Lisbon, Portugal

há 21 horas

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.

RESPONSIBILITIES :

Is in charge of technical assistance services and provides a first line support service;

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 :

Mandatory skills

Native speaker in German or Fluent ;

English - Professional proficiency ;

Windows Operating System;

Microsoft Office.

Mandatory Competence

Strong Communication Skills;

Customer service experience;

Problem solving skills;

Ability to think logically;

Ability to work under pressure;

Team player;

Ability to learn quickly;

Methodical.

If you're not a EU citizen you must have a resident visa or a permanent visa.

Reportar esta oferta de trabalho

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.