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

As a Technical Support Representative at IQVIA, you will be the frontline support for our clients, assisting with troubleshooting and resolving technical issues to ensure a seamless experience. You will engage with customers via phone and email, providing expert guidance on our systems and software solutions. Your role is vital in maintaining high levels of customer satisfaction while adhering to company policies and service standards.

Job Responsibilities

• Respond to inbound customer calls and emails, addressing technical inquiries and issues effectively.
• Diagnose and resolve software, hardware, and network problems by following established procedures.
• Document all interactions and solutions in the customer relationship management (CRM) system.
• Provide training and guidance to clients on system functionalities and best practices.
• Collaborate with team members to escalate complex issues to appropriate departments for resolution.
• Stay updated on new product features, enhancements, and internal processes to provide accurate support.

Qualifications

• High school diploma or equivalent required; a degree in a related field preferred.
• Proven experience in a technical support position or customer service role.
• Strong knowledge of troubleshooting techniques for software and hardware systems.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with Windows and Mac operating systems, as well as various software applications.

Technologies & Tools

This position utilizes various technologies and tools, including a customer relationship management (CRM) system, ticketing software for issue tracking, and remote desktop solutions for troubleshooting. Familiarity with productivity software such as Microsoft Office Suite and virtual communication tools like Zoom or Teams is also essential for effective collaboration and customer support.

Ideal Candidates

Ideal candidates for the Technical Support Representative role possess a customer-centric mindset, demonstrating empathy and patience while assisting users with technical challenges. They are problem solvers who thrive in dynamic environments, showing resilience and adaptability to changing situations. Strong team players, they communicate effectively and contribute positively to team goals, while continuously seeking opportunities to enhance their knowledge and skills.