Portuguese / Brazilian Tech Systems Support Analyst

IQVIA Ver Empresa

Não especificado
Licenciatura

We are looking for Service Desk Analysts for the European Centre of Excellency.

Opportunity to join a growing project in our company.

RESPONSIBILITIES:

• Is in charge of technical assistance services and provides a first line support service;

• Register the calls in the Help Desk Management tool according to the agreed procedures;

• Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;

• Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers

• Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;

• Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;

• Follow up the incidents until their resolution or their closing;

• Alert the Help Desk Supervisor or Help Desk Manager in case of issue;

• Update and complete the helpdesk knowledge database,

• Keep himself updated on the company products;

• Act as a reference for his colleagues;

• Share the information with the other team members and the management;

• Contribute to the integration of new colleagues (training, monitoring);

• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);

• As required, assist or provide training for clients.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Education & experience:

· College certificate or equivalent experience (12 years of studies);

· If possible, previous experience in Service Desk Operation;

· Knowledge of Pharma industry is a plus.

Skills & Competencies:

Mandatory skills

· Native speaker in Portuguese;

· English – Professional proficiency;

· Windows Operating System;

· Microsoft Office.

Mandatory Competence

· Strong Communication Skills;

· Customer service experience;

· Problem solving skills;

· Ability to think logically;

· Ability to work under pressure;

· Team player;

· Ability to learn quickly;

· Empathy;

· Thorough;

· Methodical.

Availability:

· Immediate.

The selected candidates will be contacted within a maximum of 15 working days.

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