Application Support Analyst (R1097067) in Blue Bell, PA at IQVIA™

Date Posted: 1/13/2020

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Position Summary

Responds to all trouble calls concerning on-line services, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problem calls and either solves or ensures timely escalation to appropriate support levels. Follows established processes for ticket handling and resolution.


Responsibilities

Responsible for providing technical assistance to Wingspan clients. Serve as initial point of contact for customer support issues, acting as a triage, escalation, and issue owner for customer support requests

Responsible for customer communications and resolving technical challenges

Analyst are responsible for answering questions or resolving application problems for clients via telephone, web conference or from a remote location.

Enter commands and observe system functioning to verify correct operations and detect errors.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities according to all relevant Wingspan policies.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Provide daily operational oversight for processes that “keep the lights on” for our customers

Exercise product expertise and knowledge to provide users with technical support and best practices

Responsible for being a strong customer advocate, identifying and reporting feedback and bugs to product team and partner with the team to help resolve issues

Replicate troubleshoot and debug issues across all Wingspan products

Investigate data related issues by analyzing client data files

Deliver client-facing status updates during outages and high priority issues

Assist our Implementation and Customer Success teams in establishing scalable support and data management processes


Success Criteria

Prompt resolution of client issues.

High degree of client satisfaction.


Education / Experience

Associates degree or equivalent experience is required.


Skills

1-2 years of professional experience in a technical support position
Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software 
Experience analyzing large data sets using MS Excel
Excellent customer service skills using a CRM/help desk tool
Ability to deliver high quality work under tight deadlines
Outgoing, creative personality with technological savvy
Tenacious dedication to good organization, thorough documentation, and attention to detail
Ability to work independently and manage one's time in a fast-paced, interrupt-prone environment
Verbal and written communication skills, problem solving skills, customer service and interpersonal skills 

Pluses


1-2 years of professional experience in a client-facing role
Prior experience, preferably in a SaaS company or in the healthcare IT sector
Experience with Zendesk and the Atlassian product suite (JIRA)
Experience troubleshooting in a SaaS environment

Required working knowledge and support experience in the following areas: 

Software: Microsoft Office (latest versions), Windows 7, Internet Explorer and/or Google Chrome, Microsoft Exchange / Outlook, Splunk, pqADMIN, SQL
Hardware: Desktops, Laptops, Printers and Scanners


Reports To

Manager, Client Services

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.



Job ID: R1097067