Support Operations Specialist

IQVIA; New Providence (NJ); On-site; USD 53,000 - 133,000; Full time

Job summary

IQVIA in New Jersey is seeking a client-focused professional to ensure delivery of business services, products, and solutions with high customer satisfaction and retention. You will collaborate with production and client teams, lead deployment of Tech & Apps products, and provide technical support as needed.

The role demands strong communication, analytical, and organizational skills, plus the ability to manage multiple priorities in a fast-paced environment and coordinate across functions to

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Experience in customer support, business operations, project coordination, healthcare administration, technology support, or related field.
• Strong problem-solving, analytical, organizational, and follow-through skills.
• Experience using ticketing systems, customer relationship management platforms, or comparable support tools.
• Excellent written and verbal communication skills, with the ability to communicate clearly with both business and technical audiences.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.
• Demonstrated ability to coordinate across functions and build effective stakeholder relationships.

Responsibilities

• Takes responsibility for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services.
• Answers client queries and collaborates with production to get data in client-desired formats.
• May lead projects between business and client teams; develop translatable client action plans with internal teams; provide training in databases and products, and assist with pricing products.
• Develop and manage deployment of Tech & Apps products.
• In charge of communication with clients on Tech & Apps projects / solutions.
• Provide technical support to clients when required.
• Analyze the customer’s requirements and ensure that outcomes are delivered on time, with high quality standards.

Skills

Problem-solving

Analytical thinking

Organizational skills

Communication

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Ticketing systems

CRM platforms

Job description

Job Overview

Manages client expectations and ensures the delivery of business services, products and solutions to ensure client satisfaction, retention and brand preservation.

Job Overview

Manages client expectations and ensures the delivery of business services, products and solutions to ensure client satisfaction, retention and brand preservation.

Essential Functions

• Takes responsibility for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answers client queries and collaborates with production to get data in client-desired formats.
• May lead projects between business and client teams; develop translatable client action plans with internal teams (i.e. responsibilities, timeframes, and resources); provide in-depth training in databases and products, and assist with pricing products.
• Develop and manage deployment of Tech & Apps products.
• In charge of communication with clients on Tech & Apps projects / solutions.
• Provide technical support to clients when required.
• Analyze the customer’s requirement and ensure that the outcomes are delivered on time, follows high quality standards and meets customer’s expectations
• Researches, analyzes and responds to client inquiries that are routine in nature.

Qualifications

• Bachelor's degree or an equivalent combination of education and relevant professional experience.
• Experience in customer support, business operations, project coordination, healthcare administration, technology support, or a related field.
• Strong problem-solving, analytical, organizational, and follow-through skills.
• Experience using ticketing systems, customer relationship management platforms, or comparable support tools.
• Excellent written and verbal communication skills, with the ability to communicate clearly with both business and technical audiences.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.
• Demonstrated ability to coordinate across functions and build effective stakeholder relationships.
• Proficiency with Microsoft Office applications and common business systems.

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 proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

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.

The potential base pay range for this role, when annualized, is $ 53.000,00 - $ 132.600,00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.