Job Description

Customer Support Analyst



Primary Location: Orchard Park, New York, United States Full time R1177811 Date Posted: 02/02/2021

Job description

Essential Duties and Responsibilities:

* Acts as primary account representative responding to customer inquiries and issues post implementation.
* Works with Customers, Trading Partners, and others to help resolve data issues.
* Assists the ValueCentric Implementation Team with the onboarding and validation of advanced or emerging data sets.
* Works with customers to implement new Trading Partners after the initial implementation is complete.
* Leverages internal tools to perform ongoing data analysis to ensure customer data integrity.
* Supports our customers' business process by creating problem solving reporting tools and dashboards.
* Works with the Product Team and/or the Information Technology team to resolve Product issues by logging system tickets.
* Assures that customer needs and unresolved problems are properly escalated, communicated, and tracked.
* Identifies and conveys new customer requirements and features to Product Management.
* Performs other related duties and assignments as required.

Qualifications / Education/ Experience:

* Education and Experience: Bachelors degree with customer service experience; statistical analysis a plus.
* Logical Thinking: Ability to understand how large, and seeming desperate data sets, work together to deliver customer solutions.
* Communication: Ability to work on teams with other Customer Support Analysts, Implementation Analysts, Data Analysts, Customers, Trading Partners, and others. Being a team player and working well with others is critical to this role.
* Technical Proficiency: Solid PC skills including experience with Microsoft Office products and above average Excel skills.
* Highly Organized: Ability to prioritize projects, work responsibilities, and multiple customer deliverables.
* Analytical Skills: Ability to analyze and validate both inbound and outbound data for accuracy and completeness.
* Initiative: Demonstrated self-starter and work with minimal supervision.
* Detail Oriented: Strong attention to detail and be driven to follow-through, as this data can lead to critical decisions for our customers.
* EDI and SQL experience preferred.
* Project management experience a plus.

LI-TJ1

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIAs Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.