Customer Support Analyst

IQVIA; Bengaluru; On-site; INR 400,000 - 650,000; Full time

Job summary

IQVIA Bangalore is seeking a bright Tier 2 technical support professional to deliver service activities for IQVIA products to a designated client group. You will identify and troubleshoot software issues, create and manage tickets, and escalate complex problems while communicating effectively with clients to provide timely resolutions.

The role emphasizes knowledge of IQVIA products, collaboration with clients to resolve issues, and adherence to quality standards to support continuous product

Qualifications

• Bachelor's Degree in Computer Science or related field.
• Experience in providing Tier 2 technical support is a plus.
• Familiarity with software applications and basic client troubleshooting.

Responsibilities

• Provide Tier 2 technical support and service activities for IQVIA products and services.
• Identify and troubleshoot software issues; recommend corrective actions.
• Create tickets, troubleshoot problems, and escalate complex issues with client collaboration.
• Document known issues and provide resolutions via incident management tool.
• Maintain awareness of quality standards and respond to daily customer-centric activities.

Skills

Technical support

Troubleshooting

Incident management

Customer communication

Education

Bachelor's degree in Computer Science

Tools

Ticketing system

Incident management tool

Job description

Bangalore, India

Full time

R1574172

Essential Functions

• Supports in providing Tier 2 technical support and service activities for IQVIA's products and services for a designated client, group of clients or end users.
• Assists in identifying and troubleshooting problems with software applications, recommends corrective action, and provides feedback based on client experiences to support product and process improvements.
• Has a basic understanding of suite of client's vendors and IQVIA products and works with client to create tickets, troubleshoot problems, and elevate complex technical issues.
• Documents known technical issues and provide resolutions/resolution plans, keeping the client updated regularly through the incident management tool.
• Has broad understanding of quality standards and work requires minimal revision.
• Interpersonal skills and technical product knowledge and expertise are important to responding to daily customer-centric activities.

Qualifications

• Bachelor's Degree Computer Science, a related field, or equivalent experience

Req

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

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.

To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.

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