Technical Support Specialist
IQVIA Holdings Inc.
Porto Salvo, Portugal
há 4 dias

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

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
  • Autonomous
  • Ability to handle pressure and meet deadlines
  • Attention to detail
  • Education :

    Relevant high school level degree

    Join Us

    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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