Customer Support Analyst

Overview

Tier 2 technical support analyst providing support and service activities for IQVIA's products and services for a designated client, group of clients or end users.

What you'll do

• Support Tier 2 technical support and service activities for IQVIA's products and services for a designated client, group of clients or end users.
• Identify and troubleshoot problems with software applications, recommend corrective action, and provide feedback based on client experiences to support product and process improvements.
• Work with the client to create tickets, troubleshoot problems, and escalate complex technical issues.
• Document known technical issues and provide resolutions or resolution plans, keeping the client updated regularly through the incident management tool.
• Apply a broad understanding of quality standards so that work requires minimal revision.
• Respond to daily customer-centric activities using interpersonal skills and technical product knowledge.

What you'll need

• Basic understanding of the client's vendors and IQVIA products.
• Bachelor's Degree in Computer Science, a related field, or equivalent experience.