tech/systems support AnalystIQVIA

Job Description
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support
Managing one or more customer service or service desk functions.
Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
Delivering customer service through multiple channels including human, digital, self-service, and automated.
Qualification
· Applicant should have at least with 3 years of call center experience.
o Clinical Support is required.
· Strong command of the English Language both spoken and written.
· Amenable in shifting schedules
· Understands his / her key performance indicators.
o Understand the relationship of work quality and how it impacts efficiency
· Dedicated at work - no Attendance issue with previous employers
· Ability to multi - task and work on holidays / Saturdays and Sundays.
· Had a good stint in the from previous organizations - not a call center hopper.
o Example: Call center hoppers move from one organization to another in a span of 1 year or less.
· Ability to work with other team members.
· Applicant should have a clinical background
o Someone who understands medical terminologies
o Example: Laboratory Result: CBC, Hematology, Creatinine, etc.
· Someone who has strong logic formulation or thought process.
o Example: thinking out loud - How many lightbulbs are there in the Philippines? A good candidate may start from home, street, area, subdivision, district, city, region, major islands, etc (This is needed for simple troubleshooting such as password reset or can not access account)
· High average typing skills = 50 words per minute
· Has good critical thinking
· Ability to work with a high level of accuracy and very keen to details
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at
IQVIA

Pasig City, Metro Manila
Permanent
Full-time