Contact Center Analyst – Italian Speaking at IQVIA

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

PharmaceuticalIndustries

Requirements

College certificate or equivalent experience
If possible, previous experience in Service Desk Operation
Knowledge of Pharma industry is a plus
Native speaker in Italian or Fluent
English - Professional proficiency
Windows Operating System
Microsoft Office
Strong Communication Skills
Customer service experience
Problem solving skills
Ability to think logically
Ability to work under pressure
Team player
Ability to learn quickly

Responsibilities

Helping with the technical assistance services and providing first line support service
Registering calls in the Help Desk Management tool according to the agreed procedures
Provide remote technical assistance to the customers to solve the problems related to the product use or a malfunctioning order
Answer customers’ calls, collect inquiries, analyse 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 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

Skills

Italian

Service Desk Operation

Help Desk Management

CRM System

Technical Assistance

Customer Support

Pharma Knowledge

IQVIA

Advanced analytics and clinical research services

About IQVIA

IQVIA provides advanced analytics, technology solutions, and clinical research services specifically for the life sciences industry. Their services utilize extensive data resources and technology to create connections within healthcare, allowing clients to gain insights that help speed up the development and marketing of new medical treatments. This process is facilitated by their IQVIA Connected Intelligence™ system, which offers quick and flexible insights. IQVIA stands out from competitors by focusing on patient privacy, employing various technologies to protect individual data. The company's goal is to enhance healthcare outcomes by supporting biotech, pharmaceutical, and medical device companies, as well as researchers and government agencies, in understanding diseases and advancing medical science.

Durham, North CarolinaHeadquarters

1998Year Founded

$3,526MTotal Funding

POST_IPO_EQUITYCompany Stage

Cybersecurity, Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Rapid advancement of cancer vaccines may disrupt traditional clinical research models.

Proliferation of disparate technological solutions causes technology overload in clinical trials.

Generative AI technologies face challenges in adoption due to data privacy concerns.

Differentiation

IQVIA leverages advanced analytics and big data for life sciences solutions.

The company offers privacy-enhancing technologies to protect individual patient data.

IQVIA's AI Assistant provides rapid, actionable insights for healthcare and life sciences.

Upsides

Increased adoption of decentralized clinical trials enhances patient-centric study designs.

AI-driven drug discovery accelerates identification of potential drug candidates.

Expansion of telemedicine facilitates remote patient monitoring and data collection.

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