Technical Support Representative - (Home-Based 11am-8pm ET)

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Written by AI from the job title and company, not by IQVIA, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Representative at IQVIA plays a crucial role in ensuring customer satisfaction by providing exceptional technical support and assistance. This position entails troubleshooting and resolving technical issues, guiding clients through product features, and acting as a liaison between the customers and various internal teams. The representative will work remotely from 11 am to 8 pm ET, allowing for flexibility while ensuring that client needs are met promptly and efficiently.

Job Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.
• Troubleshoot and resolve software and hardware issues to ensure smooth operational functionality.
• Document all customer interactions and technical issues in the support ticketing system.
• Collaborate with various departments to escalate and resolve complex issues.
• Conduct training sessions and create user manuals for customers as needed.
• Stay current with product updates and enhancements to provide accurate support.
• Identify recurring technical issues and contribute to process improvement initiatives.

Qualifications

• Associate's degree in Computer Science, Information Technology, or related field; Bachelor's degree preferred.
• Minimum of 2 years experience in a technical support or customer service role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent communication skills, both written and verbal.
• Proficient in troubleshooting and problem-solving techniques.
• Familiarity with customer service software and CRM systems.
• Ability to work independently and manage multiple tasks efficiently.

Technologies & Tools

The Technical Support Representative will utilize a variety of technologies and tools to effectively perform their job duties. This includes operating systems such as Windows and macOS, remote desktop applications, ticketing systems (e.g., Zendesk or ServiceNow), and customer relationship management (CRM) software to track and manage customer interactions. Proficiency in Microsoft Office Suite and collaboration tools like Slack and Zoom is also essential for communication and documentation purposes.

Ideal Candidates

Ideal candidates for the Technical Support Representative position are those who possess a strong passion for technology and a dedication to superior customer service. They are problem solvers who thrive in fast-paced environments and exhibit patience and empathy while assisting clients. Effective communication skills and the ability to convey technical information clearly are vital. Additionally, candidates should be adaptable, eager to learn, and exhibit a continuous improvement mindset, making them a valuable addition to IQVIA's dynamic team.