Tech Support Analyst, Customer Engagement

Tech Support Analyst, Customer Engagement

Department: Technology Solutions, EMEA

Preferred Location: Warsaw, Poland

Responsibilities:

• Performs troubleshooting of client solution issue and provide resolution
• Performs Business Administration and Data Maintenance activities following established processes
• Provides support on Champion incidents, or escalated incidents from Field Users and on Service Requests using the ticketing tool and Request Fulfilment processes
• Coordinates the routing and handling of Requests for Change to the next level of support with the help of the Client Service Partner
• Escalate issues relating to product support or product operations to the next defined level
• Additional activities include performing backups, console operations, i.e. monitoring the status of specific systems, job queues and running scheduled housekeeping jobs, such as database maintenance, file clean-up
• Implement small change requests

Qualifications, Skills & Experience required:

• 1+ years’ service analyst experience
• Experience investigating incidents and identifying and implementing solutions
• Clear client-friendly communication skills
• Fluency in English, written and verbal
• SFDC certification and 1+ years’ experience
• Fresh graduate in IT or related discipline will be considered

Desired/Preferred:

• ITIL certification
• Salesforce Marketing Cloud certification
• Exposure to Pharma commercial applications, especially CRM
• Fluency in languages other than English

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 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.