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- Application Support Analyst
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.
· Required working knowledge and support experience in the following areas:
oSoftware: Microsoft Office (latest versions), Windows 7, Internet Explorer and/or Google Chrome, Microsoft Exchange / Outlook, Splunk, pqADMIN, SQL
oHardware: Desktops, Laptops, Printers and Scanners
Job posted: 2023-10-31