Application Support Analyst

IQVIA Holdings Inc.

Pasig City, Philippines

Role Purpose:

Responds to all trouble calls concerning on-line services, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problem calls and either solves or ensures timely escalation to appropriate support levels. Follows established processes for ticket handling and resolution.

Job Description:

· Responsible for providing technical assistance to clients. Serve as initial point of contact for customer support issues, acting as a triage, escalation, and issue owner for customer support requests.

· Responsible for customer communications and resolving technical challenges.

· Analysts are responsible for answering questions or resolving application problems for clients via telephone, web conference or from a remote location.

· Enter commands and observe system functioning to verify correct operations and detect errors.

· Maintain records of daily data communication transactions, problems and remedial actions. taken, or installation activities according to all relevant policies.

· Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

· Provide daily operational oversight for processes that “keep the lights on” for our customers.

· Exercise product expertise and knowledge to provide users with technical support and best practices.

· Responsible for being a strong customer advocate, identifying and reporting feedback and bugs to product team and partner with the team to help resolve issues.

· Replicate troubleshoot and debug issues across all products.

· Investigate data related issues by analyzing client data files.

· Deliver client-facing status updates during outages and high priority issues.

· Assist our Implementation and Customer Success teams in establishing scalable support and data management processes.

· Prompt resolution of client issues.

· High degree of client satisfaction.

Job Requirements:

· 1-2 years of professional experience in a technical support position.

· Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.

· Experience analyzing large data sets using MS Excel.

· Excellent customer service skills using a CRM/help desk tool.

· Ability to deliver high quality work under tight deadlines.

· Outgoing, creative personality with technological savvy.

· Tenacious dedication to good organization, thorough documentation, and attention to detail.

· Ability to work independently and manage one's time in a fast-paced, interrupt-prone environment.

· Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

Additional Requirements:

· 1-2 years of professional experience in a client-facing role.

· Prior experience, preferably in a SaaS company or in the healthcare IT sector.

· Experience with Zendesk and the Atlassian product suite (JIRA).

· Experience troubleshooting in a SaaS environment.