Application Support Specialist
IQVIA
Lisbon, Portugal
há 10 horas

Your Mission

Your mission is to work on issues reported through the customer support systems, maintain ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress.

To achieve your mission, you will :

  • Process cases in Salesforce, identifying customers, populating case details, and confirming accuracy of data
  • Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team
  • Work with the Engineering Team to help diagnose, resolve software issues and participate in applications improvement
  • Work closely with Service Partner Team to ensure Customer Success
  • Test solutions to ensure that it provides resolution to the issue reported
  • Participate in activities of the support team
  • Contribute to solutions communicated through knowledge base and FAQs.
  • Manage individual KPIs
  • Regular client communication, maintaining a good relationship with them
  • Maintain active client contact records within our support systems
  • Other support tasks as determined by Manager.
  • Your Profile

  • Post-secondary degree with minimum 2 years of experience in a customer facing position
  • Sales Force Admin certification - advantage
  • Knowledge of Pharmaceutical industry
  • Strong client focus orientation, problem solving and communication skills
  • Project Management experience is a high plus
  • Good presentation skills
  • Fluency in English
  • Learn more here : https : / / www.youtube.com / watch?v G9HJfI2Iav0

    LI-MONICABOBOCEA

    Reportar esta oferta de trabalho
    checkmark

    Thank you for reporting this job!

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

    Candidate-se
    Meu email
    Ao clicar em "Continue", autorizo a neuvoo a processar os meus dados e a enviar-me alertas de e-mail, conforme detalhado na Política de Privacidade da neuvoo . Posso retirar o meu consentimento ou cancelar a subscrição a qualquer momento.
    Continue
    Formulário de candidatura