System Support Analyst at IQVIA

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

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
Clinical experience and understands medical terminologies (e.g., Laboratory Result: CBC, Hematology, Creatinine, etc.)
Amenable to shifting schedules and ability to multi-task and work on holidays/Saturdays/Sundays
Understands key performance indicators
Understands the relationship of work quality and how it impacts efficiency
Dedicated at work – no attendance issues with previous employers
Good stint in previous organizations – not a call center hopper (e.g., not moving from one organization to another in a span of 1 year or less)
Good critical thinking
Strong logic formulation or thought process

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
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)
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
Confer with Supervisor to identify trending problems and work to develop solutions to open issues
Maintains call information in database using commercial software

Skills

Key technologies and capabilities for this role

Customer SupportTechnical SupportCall CenterClinical ExperienceMedical TerminologyTicket ManagementEscalation ProceduresShift FlexibilityMultitaskingEnglish Proficiency

Questions & Answers

Common questions about this position

What qualifications are required for the System Support Analyst role?

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 English, and understanding of medical terminologies like CBC, Hematology, and Creatinine.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What shift flexibility is required for this position?

The role requires flexibility to changes in shift schedules, amenability to shifting schedules, and ability to work on holidays, Saturdays, and Sundays.

What makes a strong candidate for this System Support Analyst position?

Strong candidates have no attendance issues, a stable employment history without being a call center hopper (not moving between organizations in 1 year or less), good critical thinking, strong logic formulation, and understanding of key performance indicators.

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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