Job Abstract

IT Tier 2 - Technical Support Representative Mon - Fri 11am - 8pm ET
Contract Remote Role – Location (Open to Remote US)

At IQVIA, we look for the very best people, and then give them meaningful work to do. We don’t simply think about careers, we think about contributions.

Those who choose to work with us are joining a recognized global leader — a company uniquely positioned to help clients make the most of market opportunities and respond to challenges that affect global healthcare. We’re committed to blending industry expertise and advanced technology to deliver the most accurate perspectives and in-depth analytics on healthcare dynamics.

To join IQVIA means you’ll be part of a worldwide organization where one person can make a difference, and where collaboration and innovation rule. Our people are creative and client focused. They are among the best and brightest in the industry. And they bring a broad range of expertise to the table. Our people are analysts, statisticians, software engineers, consultants, sales leaders, marketing, and product managers, and more.  The key to our success is our people, whose experience, talent, commitment, and diversity set the standard for the health information industry.

Our solutions offer a strategic approach to generating and presenting the information for these initiatives, including:

• A powerful analytic engine for running a wide range of clinical quality and cost measures to generate the information presented by our applications
• Intuitive user interfaces for presenting the information to effectively engage physicians and members and to influence behavior at the point of choice
• A common core technology platform that is easy to add onto, supporting the evolution of your transparency and performance management

Role Purpose:

• The Technical Support Rep. will provide an exceptional customer service experience while resolving technical issues during all interactions

Principal Accountabilities:

• Answer all customer enquiries concerning operation and configuration of the various client platforms and devices
• Trouble-shooting basic network issues, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues
• Log all interactions into the CRM platform
• Call escalation to field teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses
• Research technical and software issues to identify trends for early detection and repair
• Perform data migration on customer computers
• Ability to effectively communicate IT trouble shooting steps to callers with little or no technical knowledge

Minimum Education & Experience:

• High School diploma or equivalent
• Two years call center experience
• Excellent problem solving, telephone and communication skills
• Strong customer and vendor relationship skills
• Excellent problem solving, telephone and communication skills
• Intermediate networking knowledge required
• Extensive knowledge and practical experience of operating systems including Windows 7/10 is essential
• Knowledge of working in a SQL environment
• Experience with running Linux commands
• Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company
• Flexibility to adapt schedule within reason during high workload demands
• Work within tight deadlines and manage time effectively

REMOTE DETAILS: You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:

Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.

• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router

IQVIA is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere. This role will be a contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

The pay range for this role is $25.00 per hour.

#LI-CES

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

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