Technical Support Advisor, UK remote based

30 Apr 2021
29 May 2021
HEOR, Analyst
Full Time
Contract Type
Experience Level
Experienced (non-manager)
Opportunity to join a growing project in our company UK remote based

About the Team

The Connection team develop market leading tech platforms for healthcare and commercial markets and work with leading healthcare clients to drive customer engagement in real-time.

Role Summary

As Technical Support, you will be responsible for a portfolio of healthcare clients across the UK. Managing the day-to-day technical contact, dealing with IT build queries, reporting and facilitating changes raised by client super-users via a customer support hub.

Whether you are building long-term relationships or resolving, you will be acting as a brand champion and supporting customers by going the extra mile to ensure problems and queries are dealt with swiftly and efficiently.


  • Answer and deal with all incoming support tickets relating to your clients and handling other tasks when needed
  • Advising clients on how to use the IQVIA Connection Solution
  • Creating and implementing electronic documents / templates for feedback / auditing programmes and reports
  • Managing your client support cases and ensuring accurate tracking of progress
  • General duties including promoting IQVIA Connection functionality
  • Liaising directly with clients for information and data, offering alternative solutions and configuration to build requirements.
  • Collaborating internally with other client engagement and development staff regarding your portfolio of clients
  • Adhering to data protection policies
  • Ensuring SLA targets are achieved consistently throughout the year.

Skills, Education and Experience Required:

We are seeking a Technical Support Specialist / Technical Support Operator or similar who has:

  • Ability to manage 1st, 2nd and 3rd line support cases
  • Excellent communication skills
  • A positive and friendly attitude
  • Pro-active thinking and supportive to change management
  • Confidence in using technology
  • Understands SaaS (Software as a Service)
  • The ability to build up relationships and build rapport both internally and externally
  • Time management skills / ability to handle competing priorities
  • Attention to detail / problem solving skills
  • Good knowledge of MS Office

Expect a progressive environment where your input won’t go unnoticed and will play a direct part in contributing towards the company’s overall success.

• If you're not a EU citizen you must have a resident visa or a permanent visa.



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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at