System Support Analyst

IQVIA; Taguig; Hybrid; PHP 300,000 - 510,000; Full time

Job summary

IQVIA is seeking a qualified nurse or pharmacist with call center experience to join our support team in Taguig. You will clarify requirements with end users, deliver comprehensive clinical and technical assistance, and ensure service levels are met in a hybrid work setup.

You should have at least 2 years in a call center with clinical knowledge, strong English communication, and the ability to multitask, document interactions, and escalate issues as needed to protect customer satisfaction.

Qualifications

• Must be a registered nurse / registered pharmacist.
• At least 2 years of call center and clinical experience.
• Strong command of the English Language both spoken and written.
• Must have clinical experience and understand medical terminologies.
• Understands key performance indicators.
• Amenable to shifting schedules and ability to multi–task and work on holidays / Saturdays and Sundays.

Responsibilities

• Clarify and define requirements with end users.
• Provide comprehensive Customer/Technical support services to support center customers.
• Work within Service Level Agreements.
• Ability to adapt to changing priorities and fluctuations in workflow.
• Take all steps to resolve issues reported and escalate as needed.
• Use all available references to resolve customer issues.
• Document detailed call/email logs of customer interactions.
• Notify management of potentially dissatisfied customers.
• Follow escalation procedures for urgent issues.
• Monitor open call/ticket queues and identify trending problems with supervisor to develop solutions.
• Maintain call information in database using commercial software.

Skills

English proficiency

Customer service

Problem solving

Attendance reliability

Hybrid work readiness

Education

Registered Nurse

Registered Pharmacist

Job description

Roles and Responsibilities

• Communicates with end users to clarify and define requirements
• Provide comprehensive Customer/Technical support services to support center customers
• Work within Service Level Agreements
• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
• Take all steps to resolve issues reported to them and or escalate to the appropriate contact
• Use all available reference materials to help resolve the customer’s issue
• Take all necessary steps to ensure customer satisfaction at the end of the service
• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call/email logging components
• Promptly notify management of any potentially “dissatisfied” customers
• Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.
• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc. Confer with Supervisor to identify trending problems and work to develop solutions to open issues.
• Maintains call information in database using commercial software

Job Qualifications

• Must be a registered nurse / registered pharmacist
• At least with 2 years of call center and clinical experience
• Strong command of the English Language both spoken and written
• Must have clinical experience and understand medical terminologies
• Example: Laboratory Result: CBC, Hematology, Creatinine, etc.
• Understands his / her key performance indicators
• Understand the relationship of work quality and how it impacts efficiency
• Dedicated at work – no Attendance issue with previous employers
• Had a good stint in the from previous organizations – not a call center hopper
• Example: Call center hoppers move from one organization to another in a span of 1 year or less.
• Has good critical thinking
• Strong logic formulation or thought process
• Amenable in shifting schedules and ability to multi–task and work on holidays / Saturdays and Sundays
• Amenable to work on Hybrid Set-up

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.