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Contact Center Analyst – Italian Speaking

Lisbon, Portugal

Homebased/Remote

We are looking for a committed and technically skilled Customer Support Specialist who is fluent in German to become part of our team. This position is crucial for delivering initial support to Pharmaceutical Advisors, ensuring technical assistance services, and offering a first-line support service for the Customer Relationship Management (CRM) System. The Analyst will provide email, phone, and remote technical support to customers to resolve issues related to product usage or system malfunctions.

Key Responsibilities:

• Deliver first-line technical support and resources to both internal and external customers.
• Engage with end users to clarify and define their requirements, ensuring a thorough understanding of their needs.
• Resolve routine technical issues and escalate more complex problems to the appropriate support teams.
• Alert the Help Desk Supervisor or Help Desk Manager in case of issue.
• Maintain detailed call information in our database using commercial software.
• Assist with configuration and installation of PC workstation hardware and software.
• Update and complete the helpdesk knowledge database,
• Support new colleagues (training, monitoring)

What we’re looking for Education & experience:

• College certificate or equivalent experience
• If possible, previous experience in Service Desk Operation.
• Knowledge of Pharma industry is a plus.

Skills & Competencies:

• Native speaker in German or Fluent.
• English - Professional proficiency.
• Windows Operating System.
• Microsoft Office

Competencies • Strong Communication Skills.

• Customer service experience.
• Problem solving skills.
• Ability to think logically.
• Ability to work under pressure.
• Team player.
• Ability to learn quickly.

What you will receive:

• Comprehensive technical training provided.
• Opportunity to work with a dynamic team supporting clients across multiple regions.
• Engage in new and exciting projects that enhance your technical support skills.

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential

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.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.