Technical Support Representative

5 days ago

Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

Role Purpose:

Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness.

Job Responsibilities:


• Adhere strictly to shift schedule.


• Flexibility to changes in shift schedules.


• Provide comprehensive Customer/Technical support services to support center customers by phone and or email.


• Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.


• Use all available Knowledge Management Tools during processing.


• 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.


• Confirm and update customer profile information as needed.


• Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow.


• Promptly notify management of any potentially "dissatisfied" customers.


• Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.


• Confer with Team Lead to identify trending problems and work to develop solutions to open issues.


• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.


• Proactively seek and possess business acumen for all clients (internal and or external) supported.


• Maintain proficiency in all applications utilized by clients supported.


• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.


• Assist in the mentoring of Level I Analysts Backup role.


• Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.


• Perform customer support related tasks and special projects as assigned by management.

Job Requirements:


• College graduate. (min. 4 year course) or equivalent work experience.


• Call center or sales skills and experience.


• Minimum of 12-18 months of Level I Help Desk/Technical Support experience preferred.


• Excellent verbal and written communication skills.


• Customer Service Skills.


• Microsoft Office Suite, Windows Operating Systems, and Internet applications.


• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.


• Candidate must be willing to work in shifting schedule.

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