Product Support Specialist (Remote)

Summary:

Entry-level professional individual contributor who works under close supervision resolving day to day issues for sites and participants of IQVIA Virtual trials platform.

Essential Functions:

• Excellent English communication skills (written and verbal) required
• Facilitates and/or provides end-user support for staff across IQVIA-hosted systems
• Provide level 2 support for internal and external end users across all platforms being utilized by virtual trials platform.
• Provide advanced troubleshooting skills ranging from application to networking and connectivity.
• Must have a good understanding of IT related prerequisites and process for system access and related support:
• Intermediate browser-level troubleshooting expertise
• Ability to manage outage communication to all IQVIA customer-hosted system account holders ("stakeholders")
• Performs systems accessibility testing when required.
• Ensures that requests/incidents logged in IQVIA ServiceNow (ie, VIA) and/or Customer Support Portal are followed through, closed/resolved, re-assigned, or escalated/logged to Customer as appropriate:
• Contributes to management of the ticket queues during shift.
• Resolves assigned tickets by calculated Target Date.
• Follows up on tickets daily and adds updates and other relevant information where appropriate.
• Enhances current processes to provide an improved support experience for the Customer or customer-system user.
• Assist in maintaining/ updating any reference or training materials, or knowledge articles as necessary.

Qualifications:

Bachelor's Degree in IT (or related field) Or equivalent job experience (IT Service Desk or support) 2-4 years preferred

Experience with any or all of the following applications: Salesforce, ServiceNow, ITIL Certification & Mobile Device Support will be a plus.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

As the COVID-19 virus continues to evolve, IQVIA's ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status