System Support Analyst

Job Title

Flexibility to changes in shift schedules, as dictated by Management

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/s

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.

Requirements

Qualified candidates must have a bachelor's in science nursing (BSN) with 2+ years' experience.

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 understands medical terminologies.

Example: Laboratory Result: CBC, Hematology, Creatinine, etc.

Amenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.

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

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