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Responsibilities:

· Be 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 updated on the company products; 
· Act as a reference for 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. 

Education & experience: 

· College certificate or equivalent experience (12 years of studies); 
· If possible, previous experience in Service Desk Operations; 
· Knowledge of Pharma industry is a plus. 

Skills:

· Native speaker in Spanish 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; 
· Empathy; 
· Thorough; 
· Methodical.

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