SITE SUPPORT SPECIALIST (HOME\/OFFICE-BASED) - IQVIA BIOTECH, MEXICO

Essential Functions • Supports in providing Tier 2 technical support and service activities for IQVIA's products and services for a designated client, group of clients or end users.
• Assists in identifying and troubleshooting problems with software applications, recommends corrective action, and provides feedback based on client experiences to support product and process improvements.
• Has a basic understanding of suite of client's vendors and IQVIA products and works with client to create tickets, troubleshoot problems, and escalate complex technical issues.
• Documents known technical issues and provide resolutions\/resolution plans, keeping the client updated regularly through the incident management tool.
• Has broad understanding of quality standards and work requires minimal revision.
• Interpersonal skills and technical product knowledge and expertise are important to responding to daily customer-centric activities.
POSITION TITLE.
Site Support Specialist II REPORTS TO.
Manager, EDC Support Services BASIC FUNCTION.
Provide technical support to internal and external customers on designated software.
ESSENTIAL JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES.
Serves as Site Support representative on assigned North America only or EU only studies of any size.
Performs all duties in accordance with Standard Operating Procedures and Working Practices.
Maintains understanding of and compliance with 21CFR11.
Performs user account management functions in designated Electronic Data Capture systems.
Performs rights and roles management functions in designated Electronic Data Capture systems.
Troubleshoots user access and connectivity issues.
Troubleshoots application functionality issues.
Interfaces with other groups\/departments as appropriate to ensure department and project goals are met and issues are resolved quickly.
Performs other duties, as assigned by Principal Site Support Specialist \/ Manager, EDC Support Services.
KNOWLEDGE, SKILLS AND ABILITIES.
Ability to pay careful attention to details and deliver quality work within expected timelines.
Ability to communicate, both verbally and in writing, with various levels of staff and external customers required.
Ability to perform multiple tasks effectively and efficiently with minimal supervision required.
Basic computer literacy and knowledge required; advanced computer literacy and knowledge preferred.
Excellent interpersonal and customer service skills required.
CRITICAL JOB FUNCTIONS IN ACCORDANCE WITH ADA CRITERIA.
Limited physical effort required is required to perform normal job duties.
MINIMUM RECRUITING STANDARDS.
A-level standard or equivalent OR High School Diploma\/equivalent; Associate's or Bachelors degree preferred Minimum of 4 years of customer service\/support experience.
Minimum of 1 year clinical research industry experience required Prior Electronic Data Capture experience is required.
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.
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.
Learn more at https.
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