Technical Operations Support

2 weeks ago

Metro Manila Philippines Buscojobs Full time

System Support Analyst

Posted 1 day ago

Job Description
  • 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.

Requirements:

  • Qualified candidates must have a bachelor\'s in science nursing (BSN) with 2+ years\' experience.
  • At least 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.
  • Amenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.
  • Understands key performance indicators and how work quality impacts efficiency.
  • Dedicated at work with a stable employment history.
  • Has good critical thinking and strong logic formulation.
  • IQVIA context text and related details are provided as part of the posting.

Location: Muntinlupa, Philippines

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