Key Responsibilities:
Customer Support:
- Act as the first line of communication for customer inquiries via phone, email, and support tickets.
- Provide clear and professional responses to customer questions regarding products or services.
- Guide customers through basic troubleshooting steps for technical issues.
- Document customer interactions, issues, and resolutions accurately in the support system.
- Technical Support:
- Identify and resolve simple technical issues such as login problems and configuration issues.
- Assist customers in understanding product features, system functionality, and usage guidelines.
- Diagnose technical problems using knowledge of company products, systems, and services.
- Troubleshoot connectivity, or software, problems and provide basic fixes or workarounds.
- Escalation Management:
- Identify issues that require more advanced technical knowledge and escalate tickets to Level 2 support (L2).
- Ensure that escalated tickets are detailed with clear descriptions, steps taken, and relevant customer information.
- Customer Satisfaction:
- Follow up with customers as needed to ensure their issues are resolved or to provide additional support.
- Maintain a positive and empathetic attitude while managing customer expectations.
- Ensure timely closure of support tickets and provide customers with updates on ticket status.
- Collaboration:
- Work closely with the L2 technical team and other departments to ensure smooth hand-offs of customer tickets.
- Contribute to the creation of FAQs, knowledge bases, and troubleshooting guides for customers.
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 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about IQVIA and has not been reviewed or approved by IQVIA.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, spanning medical/dental/vision plus programs like telemedicine, EAP resources, and additional insurance options. Feedback suggests the health offering is a meaningful part of the overall rewards package, though details can vary by location and plan design.
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Retirement Support — Retirement benefits include an employer match structure that supports employee contributions through a defined formula. This adds steady long-term value to total rewards beyond base salary.
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Leave & Time Off Breadth — Time off offerings include vacation/paid time off, holidays, and flexibility themes, with some roles described as having discretionary or unlimited time-off models. This can make the package feel more attractive even when cash compensation is viewed as only mid-range.
IQVIA Insights
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What We Do
IQVIA (NYSE:IQV) is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise. IQVIA Connected Intelligence™ delivers powerful insights with speed and agility — enabling customers to accelerate the clinical development and commercialization of innovative medical treatments that improve healthcare outcomes for patients. With approximately 70,000 employees, IQVIA conducts operations in more than 100 countries. To learn more, visit www.iqvia.com.
