Job Overview
Requires a skilled and proactive Salesforce Support function to work within the HCP Technology Engagement Team. This role involves the day-to-day support of our internal CRM system. The individual should bring strong customer support skills alongside a good level of Salesforce knowledge. They should also possess a collaborative mindset and a passion for supporting our users to effectively use our internal CRM system based on a Salesforce Platform.
Essential Functions
• Work with internal end users for IQVIA Managed Teams to support technical challenges and user issues within the day-to-day usage of the OCE CRM System
• Manages the day-to-day running of the ticketing queue for users ensuring completion in line with user needs/expectations whilst adhering to Team SLAs
• Supports users through both email and Teams
• Ensures all tickets are up to date. Responsible for ticket escalation as needed.
• Support with Monthly slides critical for a status update of all projects.
• Collaborate with product development team to help support platform functionality
• Provide Tier level support for all our internal CES users using our internal ticketing system
• Has working knowledge of support processes and working in support environment.
• Communicate effectively with stakeholders and technical teams.
• Works to uncover and Implement root cause fixes for system and application issues.
Qualifications
• Bachelor’s degree in Computer Science, or related field, or equivalent experience
• Minimum 2 years of related experience within the CRM Support functions
• Work is primarily achieved by an individual or through project teams, with emphasis on technical/discipline knowledge rather than managing people.
Preferred Skills
• Knowledge of the Salesforce.com platform
• Knowledge of pharmaceutical or commercial sales organizations.
Soft Skills
• Strong communication and interpersonal skills.
• Self-motivated, flexible, and quick learner.
• Ability to work independently and collaboratively.
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