Your Mission

Your mission is to work on issues reported through the customer support systems, maintain ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress.

To achieve your mission, you will:

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  Process cases in Salesforce, identifying customers, populating case details, and confirming accuracy of data
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  Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team
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  Work with the Engineering Team to help diagnose, resolve software issues and participate in applications improvement
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  Work closely with Service Partner Team to ensure Customer Success
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  Test solutions to ensure that it provides resolution to the issue reported
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  Participate in activities of the support team
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  Contribute to solutions communicated through knowledge base and FAQs.
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  Manage individual KPIs
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  Regular client communication, maintaining a good relationship with them
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  Maintain active client contact records within our support systems
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  Other support tasks as determined by Manager.

Your Profile

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  Post-secondary degree with minimum 2 years of experience in a customer facing position
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  Sales Force Admin certification - advantage
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  Knowledge of Pharmaceutical industry
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  Strong client focus orientation, problem solving and communication skills
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  Project Management experience is a high plus
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  Good presentation skills
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  Fluency in English

Learn more here: https://www.youtube.com/watch?v=G9HJfI2Iav0

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At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.