Offer summary

Qualifications:

Associate's Degree preferred, 5 years of Information Technology experience preferred, 5 years of Customer Service experience preferred, Fluent in Dutch and English with strong technical background..

Key responsibilities:

Provide first and second level support to resolve software, hardware, and networking issues.

Lead small projects and teams to improve customer satisfaction and service efficiency.

Handle administrative duties including staff scheduling and vacation planning.

Utilize excellent customer service skills to exceed customer expectations.

Job description

Quality & Performance Specialist

Lisbon, Portugal

Homebased/Remote

Provides first-line support to company employees to resolve computer software, hardware and networking problems.

Installs, configures, customizes, troubleshoots, upgrades, integrates and maintains software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls for end-users.

Essential Functions

Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.
Able to work and lead small teams for a specific result
Services as SME within the Service Desk and answers questions form more jr. staff
Able to help with administrative duties including staff scheduling and vacation, holiday planning
Provide first Level Second level of support and convey resolution to customer issues
Accurate escalation of unresolved queries to the next level of support team
Track, Route and redirect Problems to correct resources
Utilize excellent customer service skills and exceed customers’ expectations
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Should possess strong technical background
Ability to deal with users through Calls, Chats and Email
Should have prior technical support experience.
Good typing speed (minimum 40 WPM and 98% accuracy).
Good knowledge about Operating Systems, ISP, Hardware, Networking and Outlook
Logical thinker
Good analytical and problem solving skills
Up-to-date technical knowledge
Good interpersonal and customer care skill
Flexible in working 24/7 environment

Qualifications

Associate's Degree Pref
5 yrs of Information Technology experience Pref
5 yrs of Customer Service Experience Pref
Technically can handle 2nd level types of incidents Advanced

Language Skills

Fluent Dutch
Fluent English

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.

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