Responsibilities & Essential Functions
- Respond to or triage all support requests according to established processes in a timely manner within SLAs
- Work independently to follow established guidelines and workflows without deviation; communicate issues to appropriate teams when necessary
- Escalate issues that cannot be solved to the appropriate department
- Monitor support requests for trends and possible issues
- Collaborate with the team to promote constant improvement
- Complete quality, configuration, documentation and other projects as assigned
- Other duties as assigned
Qualifications
- Bachelor’s degree
- Minimum of 1-year work experience
- Prior experience working in customer support preferred
- Prior experience at a biotechnology or pharmaceutical company, CRO, or other organization supporting clinical research or healthcare activities preferred
- Ability to follow written processes and documentation to execute tasks independently and meet high quality standards
- Ability to establish priorities and manage multiple activities to meet deadlines in a dynamic environment with minimal supervision
- Meticulous attention to detail; process oriented
- Capable of explaining complex issues in a concise manner
- General knowledge of quality policies, practices and procedures
- Understanding of medical terminology, specifically in the clinical trials space
- Amenable to work on early morning shift
- Amenable to work on Hybrid Set-up
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
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.
