tech/systems support AnalystIQVIA

JOB DESCRIPTION Role Purpose: Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In add JOB DESCRIPTION Role Purpose: Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness. Job Responsibilities: . Adhere strictly to shift schedule. . Flexibility to changes in shift schedules. . Provide comprehensive Customer/Technical support services to support center customers by phone and or email. . Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support. . Use all available Knowledge Management Tools during processing. . Take all necessary steps to ensure customer satisfaction at the end of the service. . Create and submit detailed call/email logs documenting customer interactions.Accuracy, thoroughness, and timeliness are key call /email logging components. . Confirm and update customer profile information as needed. . Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow. . Promptly notify management of any potentially 'dissatisfied' customers. . Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention. . Confer with Team Lead to identify trending problems and work to develop solutions to open issues. . Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc. . Proactively seek and possess business acumen for all clients (internal and or external) supported. . Maintain proficiency in all applications utilized by clients supported. . Organize and utilize all support resources provided including emails, documentation, contact lists, etc. . Assist in the mentoring of Level I Analysts Backup role. . Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence. . Perform customer support related tasks and special projects as assigned by management. Job Requirements: . College graduate. (min. 4 year course) or equivalent work experience. . Call center or sales skills and experience. . Minimum of 12-18 months of Level I Help Desk/Technical Support experience preferred. . Excellent verbal and written communication skills. . Customer Service Skills. . Microsoft Office Suite, Windows Operating Systems, and Internet applications. . Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario. . Candidate must be willing to work in shifting schedule. . Must be willing to work in Ortigas.
Monster

Pasig City, Metro Manila
Permanent
Full-time