External Job Description
Principal Duties
a) Provide Technical Support to Internal and External Customers
• Provide customers with technical assistance that is needed to resolve SmartSolve Management and SmartSolve utility 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
• 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 Neevia, Scale-out, Microsoft, Oracle etc.
c) Special Projects
• Perform Validation when assistance is needed
• Maintain and assist with Customer Services Website IQVIA CSM
• 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 Product Support Tech Advisor 1 will make knowledgeable decisions 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
f) Other Duties as Assigned
• Other tasks related to the department, such as special projects or research, will be completed as assigned
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status
The potential base pay range for this role, when annualized, is $53,300.00 - $88,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
What We Do
IQVIA (NYSE:IQV) is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise. IQVIA Connected Intelligence™ delivers powerful insights with speed and agility — enabling customers to accelerate the clinical development and commercialization of innovative medical treatments that improve healthcare outcomes for patients. With approximately 70,000 employees, IQVIA conducts operations in more than 100 countries. To learn more, visit www.iqvia.com.
