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Customer Support Desk Specialist - B2B

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Primary Location: Amsterdam, Netherlands Full time R1250428

Job description

Location: Europe wide

Job Overview

IQVIA delivers software to hospitals and their health care professionals that allows them to search through electronic health records. The product allows our clients to find patients meeting certain criteria and to collect data to gain insights about their patient population.

The role is to manage a product support desk, supported by a group of client service professionals within EMEA. Responsible for quality and service to client, ensuring client support delivers value against SLA’s and engagement.

Essential Functions

  • Ability to manages a team of client service professionals, provide direction, and guidance as the client base grows
  • Helps maintain the relationship with clients by delivering excellent service
  • Plans and directs resources to ensure client satisfaction
  • Communicates with software product owners to transfer client’s needs in terms of data sources and application functionalities
  • Stays informed about new developments in IQVIA products so these can be communicated to clients
    Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service
  • Performs full assessments of client needs on a regular basis
  • May provide input into local client service strategy
  • Owns the support desk service, reports issues and monthly stats to Head of Delivery & Success
  • Maintains FAQ / knowledge base for both external clients and IQVIA employees and ensures it stays up-to-date
  • Responsible for monitor the demand of the Support Desk to grow the team as the business grows
  • Builds, develops and provides leadership within a Support Service Team
  • Continually enhance the teams’ skills around issue resolution, client satisfaction, and troubleshooting
  • Contribute to team performance to achieve key performance metrics related to productivity and satisfaction

What we are looking for:

  • Strong communication skills, including ability to train individuals on the product, present and deal tactfully and in a service-oriented way with clients
  • Strong written and verbal communication skills, able to interact and influence at all levels in the organization, able to discuss technical issues with non-technical colleagues
  • Must have experience or background in supporting healthcare clients
  • Proficient in Salesforce, Customer Service Management and Customer Service Hub
    Change management/process analysis skills
  • Has the ability to translate complicated technical information and data in a comprehensible way to clients and other support employees
  • Line Manager skills, including a strong focus on team building
  • Be a lateral thinker who displays an ability to think ahead and anticipate problems, issues, and solutions
  • Cool under pressure especially firefighting and triaging fluctuating levels of support incidents and requests
  • Someone who can progress from the support desk - triaging tickets through to technical resolution and onto management within a short period of time
  • Willingness to lead by example
  • Demonstrate a positive attitude, willingness to help others, lead and facilitate change

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at

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