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Essential Functions
• Manages team(s) of junior level professionals employees and/or entry level supervisors responsible for providing Tier 2 technical support for IQVIA's products and services for a designated client, group of clients or end users.
• Provides leadership and guidance for the delivery of Tier 2 technical support and service activities for IQVIA's products and services.
• Supports in developing Customer Support delivery strategy and related processes, escalation procedures and training.
• Liaises cross-functionally to identify opportunities for customer support delivery improvements, cost reduction and value-add to the customer/client.
• Delivers Customer Support objectives and priorities and coordinates strategic planning, research and the tactical development, implementation and management of deliverables.
• Supports program and delivery standards and ensures quality service and operational performance are adhered to within team(s).
• Influences decision-making through formal presentation of complex, technical information.
• Provides coaching and guidance on job performance and career development to direct reports.
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1. Take control of and resolve complex technical and escalated customer problems
2. Handling and resolving worldwide customer reported problems through email, phone or
remote session.
3. Document and simulate complex customer issues to find solutions and fixes to customer
inquiries and problems and dispatch additional service as necessary.
4. Identify and provide inputs to Product and Engineering teams on unique and/or recurring
customer problems.
5. Ability to Collaborate, work alongside, and build mutually beneficial relationships with
cross-functional teams (Customer Happiness, Customer Success, Sales, Product,
Engineering).
6. Initiates and facilitates the discussion with customer and respective resolution
stakeholders during critical issues.
7. Ensures timely, professional and effective communication with the customer and internal
groups from both the technical and management perspectives

Qualifications
• Bachelor's Degree Computer Science, a related field, or equivalent experience
 Req

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