Product Support Tech Advisor

IQVIA Argentina; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading clinical research provider in Metro Manila seeks a qualified candidate to provide end-user support and guidance on complex tasks. The ideal applicant will possess a Bachelor's Degree in Computer Science or related field, with strong communication and analytical skills. This role involves fulfilling requests, participating in User Acceptance Testing, and implementing process improvements. Join a dynamic team to contribute to innovative healthcare solutions.

Qualifications

• Excellent listening and communication skills are crucial.
• Ability to work independently in fast-paced environments.
• Strong analytic and problem-solving abilities.

Responsibilities

• Fulfill end-user requests for complex tasks.
• Provide guidance on application functionality.
• Escalate requests to higher-level support staff.
• Implement improvements for quality and efficiency.
• Perform User Acceptance Testing as assigned.

Skills

Listening skills

Communication

Analytic skills

Problem solving

Technical translation

Education

Bachelor's Degree in Computer Science or related field

Job description

Responsibilities

• Fulfill end-user requests for non-routine and complex/technical tasks.
• Provide guidance to end-users on application functionality and procedural topics that are within assigned remit.
• Escalate end user requests and incidents to higher level support staff or management in accordance with the escalation path for the assigned system or process.
• Contribute and implement ideas to improve overall quality and efficiency of systems and processes. Act as a change advocate.
• Maintain compliance with SOP, training, time reporting requirements, other procedures, and applicable regulatory requirements.
• As assigned, perform system/process checks, QC tasks and applicable follow-up actions.
• Perform system User Acceptance Testing (UAT), informal testing or validation as assigned.
• Participate in or lead training design activities or perform training delivery for end-users within the assigned remit.
• As guided by senior team members: produce and maintain support materials used by the team. For example, email templates and process checklists based on approved procedures.
• As relevant for assigned projects, collect objective activity measurements, report to management, and suggest/implement ongoing improvements in alignment with the organization’s strategy.

Qualifications

• Bachelor's Degree Computer Science, a related field, or equivalent experience
• Critical to be a great listener who communicates obsessively with the customer. Forecasting and Measuring are must have skills to track where the product is in terms of timelines, spend and road map prioritization
• Ability to work independently in a fast-paced environment, with little direct supervision
• Extraordinary analytic, problem solving, written/oral presentation skills.;, Technical skills to translate business requirements into terms that developers and testers can understand
• Aptitude for synthesizing complex data into key components that drive informed decisions

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