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2141 - Tech/Systems Support Analyst (R1044148) in Porto Salvo, Portugal at IQVIA™

Date Posted: 12/6/2018

Job Snapshot

Job Description

Opportunity to join a growing project in our company.

 

RESPONSIBILITIES:

 

• Is in charge of technical assistance services and provides a first line support service;

• Register the calls in the Help Desk Management tool according to the agreed procedures;

• Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;

• Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers

• Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;

• Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;

• Follow up the incidents until their resolution or their closing;

• Alert the Help Desk Supervisor or Help Desk Manager in case of issue;

• Update and complete the helpdesk knowledge database,

• Keep himself updated on the company products;

• Act as a reference for his colleagues;

• Share the information with the other team members and the management;

• Contribute to the integration of new colleagues (training, monitoring);

• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);

• As required, assist or provide training for clients.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

 

Education & experience:

• College certificate or equivalent experience (12 years of studies);

• If possible, previous experience in Service Desk Operation;

• Knowledge of Pharma industry is a plus.

Skills & Competencies:

 

Mandatory skills

• Native speaker in French or Fluent;

• English - Professional proficiency;

• Windows Operating System;

• Microsoft Office.

Mandatory Competence

• Strong Communication Skills;

• Customer service experience;

• Problem solving skills;

• Ability to think logically;

• Ability to work under pressure;

• Team player;

• Ability to learn quickly;

• Empathy;

• Thorough;

• Methodical.



Job ID: R1044148