Product Support Technical Advisor

IQVIA; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

IQVIA in Bengaluru, India, seeks a Product Support Tech Advisor 2 to participate in analytical, investigative and fact-finding work in support of technology product development.

You will gather requirements with customers and project teams, manage the ticket queue, assist with QA/UAT and production launches, build weekly client slides, and collaborate with the product development team to improve platform functionality and deliver durable customer-focused solutions.

Qualifications

• Bachelor's Degree in Computer Science or related field and 2 years of related experience.
• 2 years of related experience required.
• Work is primarily executed individually or in project teams with emphasis on technical knowledge.
• Application of expertise in professional areas to achieve results.

Responsibilities

• Gather requirements from customers and project teams and translate into technical specifications.
• Manage day-to-day of the ticketing queue for clients ensuring timely completion.
• Prepare recurring internal meetings and provide timeline updates.
• Ensure all tickets are up to date and escalate as needed.
• Build weekly client slides with project status snapshots.
• Support QA, UAT and production launches for various engagements.
• Collaborate with product development to support platform functionality.
• Provide Tier 2/3 technical support for integrations.
• Understand and improve support processes and response times.
• Drive resolution to routine and non-routine problems and implement permanent fixes.

Skills

Technical support

Ticket management

QA/UAT

Client collaboration

Education

Bachelor's Degree in Computer Science

Tools

Ticketing system

Job description

Product Sppt Tech Advisor 2 Job Overview

Participates in analytical, experimental, investigative and other fact-finding work in support of technology product | Responsibilities are within the Technology Product Development Support Function as a generalist or in a combination of Disciplines

Essential Functions

• Work with customers and project management teams to gather requirements and translate them into technical specifications
• Manages day-to-day of the ticketing queue for clients ensuring completion in line with client needs/expectations.
• Helps prepare recurring internal meetings and advises on timeline progression.
• Ensures all tickets are up to date. Responsible for ticket escalation as needed.
• Builds out weekly client slides. Provides snapshot of projects and status.
• Participate in QA, UAT & production launch support related to various customer engagements
• Collaborate with product development team to help support platform functionality
• Provide Tier 2/3 technical support for custom integrations
• Has working knowledge of support processes and working in support environment.
• Drives resolution to remediate both routine and non-routine problems and holds resources accountable to provide permanent solutions designed to improve the customer experience.

Qualifications

• Bachelor's Degree Computer Science, a related field, or equivalent experience Req
• 2 years of related experience Req
• Work is primarily achieved by an individual or through project teams, with emphasis on technical/discipline knowledge rather than managing people.
• Requires the application of expertise in professional area(s) to achieve results.
• Progression within the Career Band reflects increasing depth of professional knowledge, project management and ability to influence others.

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.

Experience Level Mid Level