Tech Support (CSR)

IQVIA; Taguig; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

IQVIA is seeking a Technical Helpdesk Analyst who will play a critical role in troubleshooting and resolving technical issues. The role involves customer service through various channels and requires strong technical and communication skills. Ideal candidates will have at least 3 years of experience in a call center environment, a solid background in helpdesk support, and the ability to manage multiple tasks efficiently.

Qualifications

• At least 3 years of call center experience.
• Helpdesk / Technical Support background is essential.
• Ability to multi-task and work flexible hours.

Responsibilities

• Identify and diagnose issues and problems.
• Provide solutions and support problem identification.
• Act as a point of contact for support service users.

Skills

Technical troubleshooting skills

Logical thinking

Problem-solving skills

Customer service

English proficiency

Attention to detail

Job description

Technical Helpdesk Analyst

Immediate Supervisor: Helpdesk Supervisor

Job Description

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate unresolved problems to a higher level of support
• Provide online security advice and support
• Manage one or more customer service or service desk functions
• Act as a point of contact for support service users and customers reporting issues, requesting information, access, or other services
• Deliver customer service through multiple channels including human, digital, self-service, and automated

Qualifications

• At least 3 years of call center experience
• Helpdesk / Technical Support background
• Strong command of the English language, both spoken and written
• Amenable to shifting schedules
• Understanding of key performance indicators and their impact on work quality and efficiency
• Dedicated with good attendance record
• Ability to multi-task and work on holidays, Saturdays, and Sundays
• Stable employment history, not a call center hopper
• Ability to work well with team members
• Technical troubleshooting skills (e.g., Active Directory, LAN, Sound Card, Routers)
• Strong logical thinking and problem-solving skills
• Typing speed of at least 50 words per minute
• Good critical thinking skills
• High accuracy and attention to detail
• Amenable to report in shifting schedules and hybrid work setup