Job Description

Product Support Tech Advisor, eCOA Technologies Overview IQVIA™ (www.IQVIA™.com) is the world’s leading company providing information, technology, and services for virtually every type of stakeholder in healthcare. Every day, IQVIA™ innovates on a large scale. We have been the big data company in healthcare before the “Big Data” term was defined. Since 1954 we have been helping healthcare organizations harness commercial and scientific insights and execute on their most strategic initiatives. We develop and operate systems and applications using big data technologies on our private-public hybrid cloud. IQVIA™ stores and computes more than 20 petabytes of complex healthcare data on diseases, treatments, costs and outcomes to enable our clients to run their operations more efficiently. Our big data infrastructure is processing over 50 billion healthcare transactions annually. IQVIA™ employs over 50,000 professionals in over 100 countries to drive results for over 5,000 healthcare clients globally. IQVIA™ is a publicly listed company (NYSE – Q) with estimated revenue close to $7B and a market cap of over $18B. The eCOA technologies platform will be supported in a model similar to Infosario – tier 1 call center (based in Manila), tier 2 advanced support (distributed globally but including two low-cost regions) and tier 3 product support (liaises with tier 3 development team). This model is being implemented by the same lead, who continues to oversee the Infosario team operationally in an effort to provide a world-class, consistent support offering for investigator site personnel. This position, along with others around the globe, provides customer-facing business process and capabilities support, support to investigators and site personnel utilizing eCOA capabilities and affiliated customers. This function will be necessary to support a projected study volume of 40-60 studies in 2019. The specific responsibilities of this individual will be as follows:

• Provides regional process and advanced technical assistance to Investigators and Study Coordinators, as well as study participants, utilizing the IQVIA eCOA Technologies (Altavoz) platform. In some cases, this will involve screensharing sessions to analyze unexpected behavior.
• Assists eCOA systems-as-a-service (SaaS) customers with issues using the eCOA platform.
• Liaises with eCOA Technologies product team on issues as required, to mitigate repeat issues through root cause analysis.
• Mentors the tier 1 help desk on product features, known issues and project-specific details to improve first contact resolution (FCR) and overall customer experience.

Minimum Education, Experience, & Specialized Knowledge Required:

• Strong customer service personality required.
• Ability to analyze complex technical issues toward resolution required.
• Bachelor’s degree or equivalent years (3-4) of relevant experience in the service and/or information industry required.
• Certification on one (or more) recognized and current technology preferred.
• Pharmaceutical or healthcare industry experience required.
• One (1) to two (2) years of experience using or supporting IQVIA data and products strongly preferred.

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://jobs.iqvia.com