Tech Support System Analyst
Descripción del trabajo
Tech Support System Analyst (Level II Help Desk)
o Flexibility to changes in shift schedules, as dictated by Management.
o Communicates with end users to clarify and define requirements.
o Provide comprehensive Customer/Technical support services to support center customers.
o Work within Service Level Agreements.
o Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements.
o Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
o Use all available Knowledge Management Tools during processing.
o Take all necessary steps to ensure customer satisfaction at the end of the service.
o Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components.
o Confirm and update customer profile information as needed.
o Promptly notify management of any potentially “dissatisfied” customers.
o Act as first point of escalation for Level I Analysts and be knowledgeable on client specific work flow.
o Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.
o Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.
o Confer with Supervisor to identify trending problems and work to develop solutions to open issues.
o Maintains call information in database using commercial software.
o Assist in the mentoring of Level I Analysts Backup role.
o Mentor Level I Analysts in their technical skill set.
o Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.
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.
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