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Sr Product Support Engineer (R1010773) in Seattle, WA at IQVIA™

Date Posted: 2/5/2018

Job Snapshot

Job Description



Senior Product Support Engineer


IQVIA continues to expand our cloud based product offerings with the launch of a new commercial technology solution, Orchestrated Customer Engagement (OCE), which will be used by some of the world’s leading healthcare and life-science organizations. Our continued growth has opened up new opportunities.


We are looking for a senior level technical support person to champion our customer needs and drive towards resolution.  This role requires deep technical knowledge and critical thinking skills.  We are passionate about our users and our products; help us change the face of enterprise software.

Job Responsibilities:

  • Experience working inside a team of other technically minded individuals.
  • Responsible for technical tier 2 and tier 3 customer issues or developer support questions.
  • Analyze, troubleshoot and report on business critical customer issues.
  • Partner with Product Development to resolve customer reported bugs.
  • Proven proactive follow up.
  • Ability to reliably and correctly estimate your time to resolve technical problems and a clear understanding of your limitations for escalation purposes.
  • Meet team metrics and individual performance goals, including weekly and/or annual efficiency goals.
  • Establish and grow a friendly, professional rapport with existing and new customers and partners.
  • Collaborate and communicate effectively across all levels of management to both external and internal stakeholders.   

Requirements:

  • Bachelor’s degree, preferably in Computer Science/MIS or equivalent experience performing related work.
  • Minimum five (5) years of related work and a minimum of one to two (1 to 2) years of experience working in a technology support and helpdesk position with small to medium sized businesses or team.
  • Demonstrated analysis and problem solving skills.
  • CRM (Salesforce.com) experience, bonus points for experience with Marketing Cloud (ExactTarget)
  • RDBMS experience, bonus points for experience with SQL, MySQL, SOQL, or Tableau.
  • Development experience, bonus points for C# / Java, SOAP/Rest APIs, Apex or VisualForce.
  • Technical experience in some of the following: HTML, jQuery / Javascript, Lua scripts, JSON / XML, API integrations, SDK implementations for enterprise software, .Net Framework, User Support for SaaS product, Windows or Linux systems administration, AWS.
  • Exceptional written and oral English language communication skills and experience producing documentation such as FAQs or Knowledge Base articles.

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Job ID: R1010773