Technical Support Manager
- Employer
- IQVIA
- Location
- Stafford
- Start date
- 30 Apr 2021
- Closing date
- 29 May 2021
View more
- Discipline
- Quality, Systems Manager
- Hours
- Full Time
- Contract Type
- Permanent
- Experience Level
- Management
Job Details
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 Manager, you will be responsible for a large portfolio of healthcare clients across the UK across a number of Technical Support Advisors. Your team will be 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.
You and your team will deliver world class Technical Support to UK based clients against key metrics. You will act as a mentor/coach to your team to help them develop the required skills. You will collaborate with a client management team, delivery team, IT team and a list of approved vendors to ensure IQVIA Connection consistently delivers against contractually agreed SLA’s
Whether you are building long-term relationships or resolving, you will be acting as a brand champion and supporting customers and colleagues by going the extra mile to ensure problems and queries are dealt with swiftly and efficiently.
Responsibilities
- Manage a team of 8 advisors
- Monitor case handling and SLA’s
- Support the client management team with queries and investigations
- Advise clients on how to use the IQVIA Connection Solution
- Develop and support team members career aspirations
Skills, Education and Experience Required:
We are seeking a Technical Support Specialist / Technical Support Operator or similar who has:
- Excellent communication skills
- Team Leadership experience - essential
- A positive and friendly attitude
- Good listener
- 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
- Recognizes the value of LEAN
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.
#LI-VC2
#LI-REMOTE
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 jobs.iqvia.com.
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