System Support Analyst
IQVIA
Date: 3 weeks ago
City: Taguig
Contract type: Full time
Roles and Responsibilities:
- 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.
- 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
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