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Product Support Tech Advisor 1 - Remote

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Primary Location: New York City, New York, United States Full time R1294913

Job description


Technical Support Specialist will be able to provide both technical and functional support for all the Smart Studio, Smart Solve Legacy and Q&MIS modules multiple platforms and databases; as supported by Pilgrim Quality Solutions, Inc.  This position will also be responsible for providing customers with information regarding product, software upgrade requirements, and any support-related issues. This will involve product requirements, how to use products, researching to find solution, and fostering on-going customer relationships.


Principal Duties

a)    Provide Technical Support to Internal and External Customers
•    Provide customers with technical assistance that is needed to resolve Smart Studio, Smart Solve and Q&MIS related issues, for all supported databases and operating systems 
•    Maintain database of all incoming calls, emails, faxes etc. in internal support tracking system to provide accurate and on-time support information to customers
•    Assist customers to resolve functional/technical issues by providing step by step instructions
•    Provide customer with registration and upgrade information to work with newer version of     
•    Smart Studio, Smart Solve Legacy, and Q&MIS modules
•    Maintain close communication loop with customers in resolving all recorded issues from start to finish
•    Work closely with Global Services and Engineering department on technical/functional issues that are to be resolved for the external customers

b)    Assist Research and Development 
•    Perform basic research to determine possible solutions or workarounds for reported issues.
•    Perform intensive test to replicate the scenario reported by customer before doing any further escalation
•    Assist R&D in maintaining the database for bug fixes and feature requests  
•    Help customer resolve database/development tool related problems by acquiring required information from other vendors like Magic, Pervasive, Seagate, Microsoft, Oracle etc.

c)    Special Projects 
•    Perform Validation when assistance is needed
•    Maintain and assist with Customer Services Website                          
•    Work with Services Team on Projects when assigned
•    Post and maintain software patches and releases

d)    Maintain Database of Support Calls
•    Maintain database of support calls via Sales Force, documents activities and follow-up actions to keep track of each individual support calls for future analysis and resolution
•    The Technical Support Specialist will make knowledgeable decisions in order to determine the resolution process and make recommendations on certain policies outside of Pilgrim’s
•    The individual will also make decisions on how quickly an issue can be resolved with available knowledge base if there is a need for escalation
e)    Dial-In Support 
•    Provide Remote Access Services to diagnose and resolve both the technical and functional problems, if required


Minimum Educational Requirement

Associates Degree in a Computer or Technical related field, or its equivalent in experience. Bachelor's Degree desired.

Minimum Skill and Experience Requirement
The individual must possess 1-2 years of technical experience and strong skills in the following:
•    Strong writing and communication skills
•    Working knowledge of communication software and Internet Protocols
•    Strong background in operating system, MSSQL database ,ORACLE database, and common business applications    
•    Good customer handling skills
•    Working knowledge of computer networking
•    Good learning aptitude 
•    Proficient problem solving ability

This job is located at Pilgrim’s headquarter in Tampa, Florida. Candidates must be able to work a rotating schedule of both day and night shift.


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

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status.

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