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.
Your mission is to work on issues and requests 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 :
Deliver a positive, memorable and meaningful service exceeding the expectations of both internal and external customers
Process cases in Service Cloud, identifying customers, populating case details, and confirming data accuracy
Work with support teams to help diagnose and resolve software issues
Escalate complex issues to appropriate team for timely resolutions
Work closely with Service Partner Team to ensure Customer Success
Test solutions to ensure that it provides resolution to the issue reported
Participate in additional projects within the Support team
Contribute to solutions communicated through knowledge base and FAQs
Manage individual client KPIs
Regular client communication, maintaining a good relationship with them
Maintain records of client information, services and communications in our support systems
Other support tasks as determined by Manager.
Required Skills and Qualifications :
Excellent communication skills (fluent in spoken and written English)
Knowledge of Salesforce platforms
Knowledge of Microsoft suite tools
Strong client focus orientation
Awareness of SLA and KPI reporting
Project Management experience
Decision making and prioritization skills
Ability to communicate to stakeholders at all levels of the business
Excellent troubleshooting, root cause analysis, problem solving skills
Preferred Skills and Qualifications :
Good understanding of ITIL framework
Sales Force Admin certification advantage
Minimum 2 years technical experience preferred
Knowledge of Pharmaceutical industry
Personal Skills : Team player
Ability to handle pressure and meet deadlines
Attention to detail
Relevant high school level degree
Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare.
Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.
Forge a career with greater purpose, make an impact, and never stop learning.
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