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 GERMAN Tech Systems Support Analyst - Oeiras

Empresa: IQVIA
Tipo: Tempo Inteiro
Data: 19-5-2019
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 5924694

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IQVIA™ is focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

IQVIA has approximately 55,000 employees in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring.


• 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) (reserved for the Senior Help Desk Operator);
• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);
• As required, assist or provide training for clients.


• College certificate or equivalent experience (1/2 years of studies);
• If possible, previous experience in a IT call center;
• fluent speaking level on German or fluent;
• English - Professional proficiency;
• Windows Operating System;
• Microsoft Office.


• Listening skills;
• Excellent verbal communication skills;
• Questioning skills;
• Good typing abilities;
• Telephone customer service skills;
• Problem solving skills;
• Ability to think logically;
• Ability to work under pressure;
• Ability to be a team player;
• A good temperament;
• Ability to learn quickly;
• Empathy;
• Thorough;
• Methodical.

• A free shuttle service provided from Marquês de Pombal to our facility.

If you consider that you have the profile of the ideal candidate, send us your application through the following email:

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


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