Tech/Systems Support Analyst
QuintilesIMS
Porto Salvo, Portugal
há 10 horas

RESPONSIBILITIES

  • 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 : Mandatory skills

    Mandatory skills

  • Native speaker in French 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.
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