Tech/System Support Analyst

Job Responsibilities:

• Responding to written and telephone inquiries about products, services and policies.
• Liaising with other departments to resolve inquiries, and to obtain product and service updates.
• Raising customer awareness of products and services.
• Providing sales support and conducting customer escalation investigations.
• Participating in customer service and process improvement initiatives.
• Following up with customers.
• Collecting and entering data.
• Adverse event and product complaint reporting.
• Order and return processing.
• Providing product supply and status updates.
• Advising users on appropriate course of action.
• Monitoring issues from start to resolution.
• Conducting over the phone device training.
• Delivering customer service through multiple channels.

Job Qualifications:

• Minimum 3 years of contact center experience, preferably in a pharmaceutical customer service setting.
• Self-Starter and ability to work independently.
• Excellent interpersonal skills:
  • Skilled in empathetic communication during customer interactions.
  • Excellent command of English language, both spoken and written.

• Strong critical thinking and problem-solving skills.
• High accuracy and attention to detail in all tasks.
• Experience supporting patients is an advantage.
• Proven track record in delivering exceptional customer service.
• Strong understanding of key performance indicators and their impact.
• Recognizes the link between work quality and operational efficiency.
• Reliable attendance history with previous employers.
• Typing proficiency of at least 50 words per minute.
• Flexible and willing to work on shifting schedules.
• Ability to multitask and work on holidays when required.
• Amenable to work on Hybrid arrangement (Mckinley Taguig)

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