2141 - Tech/Systems Support Analyst (R1027163) in Warsaw, PL at IQVIA™

Date Posted: 6/6/2018

Job Snapshot

Job Description

PRINCIPAL ACCOUNTABILITIES

• Answering and replying to phone calls and emails in Language and English
• Translate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.
• Communicate updates/questions/resolutions to customer in selected Language
• Keep customer advised of progress and actions being taken
• Act as a first line resource on all support issues and requests
• Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.
• Be responsible for ensuring all calls and emails are logged accurately within the Service Management system.
• Be a knowledgeable point of contact for customers and end users, using knowledge base information and training to follow up on open tickets and see them through to closure.
• Escalate incidents to the relevant 2nd or 3rd line technical teams, ensuring the Team Leaders are aware of any major risks, issues or outages. 
• Track all owned incidents escalated to other support teams to ensure that customers receive an appropriate response within reasonable timeframes and published SLAs.
• Have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines.
• Develop knowledge of new products/applications from the training provided.
• Provide support to other teams as appropriate or directed.
• Provide ‘How To’ guidance and training to users on common applications
• Respond to incidents within agreed SLA
• Keep Processes & Knowledge Base up to date.
SKILLS & ATTRIBUTES

• Excellent communication skills both written and conversational  in Language
• Excellent communications skill both in written and conversational skills in English
• Must have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines
• Ability to talk to all customers and provide a high quality service
• Be a good team player and demonstrate excellent problem solving and trouble shooting skills.
• Proven ability to learn new products quickly and adapt to new or changing environments
• Excellent telephone manner (essential)
• Ability to understand the customer requests and record the information in the Service Management system
• Ability to provide simple, non-complex solutions to customers
• Ability to work to deadlines managing multiple requests
• Excellent team player, contributing to the support reputation

KNOWLEDGE & EXPERIENCE

• Excellent  level of spoken and written at least 2 Languages (French + one of following Spanish, Italian, German) in a business context in order to communicate with customers. Level C2.
• Expert level of spoken and written English in order to communicate with managers and escalation contacts.
• At least 1 year experience providing translation services and/or customer services, preferably to corporate customers in a multi-national organization.
• Proven team player with experience of working with colleagues spread across multiple global locations, dealing with time zone constraints and low levels of face to face communication.
• Proofed Knowledge of Microsoft business applications; Windows OS, Office, Outlook, Active Directory and mobile platforms e.g. smart phones, tablet/handheld devices.
• Experience with solving issues with computer hardware and knowledge about IT communications with understanding of networking technologies including WAN / LAN / TCP/IP
• Knowledge of Cisco products will be an asset



Job ID: R1027163