Tech/Systems Support Analyst (R1029511) in Porto Salvo, Portugal at IQVIA™

Date Posted: 6/11/2018

Job Snapshot

Job Description

RESPONSIBILITIES:

 

• Is in charge of technical assistance services and provides a first line support service;

• Register the calls in the Help Desk Management tool according to the agreed procedures;

• Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;

• Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers

• Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;

• Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;

• Follow up the incidents until their resolution or their closing;

• Alert the Help Desk Supervisor or Help Desk Manager in case of issue;

• Update and complete the helpdesk knowledge database,

• Keep himself updated on the company products;

• Act as a reference for his colleagues;

• Share the information with the other team members and the management;

• Contribute to the integration of new colleagues (training, monitoring);

• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);

• As required, assist or provide training for clients.


 


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

 

Education & experience:


• College certificate or equivalent experience (12 years of studies);


• If possible, previous experience in Service Desk Operation;


• Knowledge of Pharma industry is a plus.



Skills & Competencies:


Mandatory skills


• Native speakeror Fluent eather in French, Italian, Spanish, Russian, German, Polish, Bulgarian;


• English - Professional proficiency;


• Windows Operating System;


• Microsoft Office.


Mandatory Competence


• Strong Communication Skills;


• Customer service experience;


• Problem solving skills;


• Ability to think logically;


• Ability to work under pressure;


• Team player;


• Ability to learn quickly;


• Empathy;


• Thorough;


• Methodical.



Availability:


• Immediate.



The selected candidates will be contacted within a maximum of 15 working days.



Job ID: R1029511