Customer Support Specialist

Assist customers in troubleshooting and resolving issues related to the IQVIA Ontology Platform. Provide guidance, support and solution to ensure client satisfaction. 

Essential functions 

• Provides post-implementation support and service activities for IQVIA's platform and services for a designated client or group of clients. 

• Focuses on quality in all aspects of work; follows established standards of excellence. 

• Develops and maintains understanding of IQVIA's platform and services to ensure effective troubleshooting.

• -Serves as a client contact to coordinate resolution of service incidents and escalation of technical issues. 

• - Monitors service level agreements and ensures client's obligations and standard levels of service are met. 

• Provides feedback based on client experiences to support product and process improvements. 

• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily client-centric activities. 

Qualifications 

• Bachelor's Degree in Computer Science, a related field, or equivalent experience 

• Excellent verbal and written communication skills 

• Fluency in English 

• Strong problem solving and prioritization skills 

• Experience with issue tracking and ticketing tools (e.g. FreshDesk, Jira Service Desk), interest in healthcare interoperability standards is a plus

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com