Manager Tech Support - English Proficient (Portugal Homebased)

Manager Tech Support Lisbon, Portugal Remote/Home-based Job Overview: Provides first-line support to company employees to resolve computer software, hardware and networking problems. Installs, configures, customizes, troubleshoots, upgrades, integrates and maintains software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls for end-users. Essential Functions:

• Reviews agent metrics and meets with agents regularly to discuss performance
• Signs time cards
• Review calendar schedule for shifts and works with respective team leads for consistency
• Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership
• Continues to mentor and coach jr staff
• Works with Sr. leadership to develop developmental goals for agents
• Works with Sr. leadership to develop "SMART" goals for all agents
• Able to drive escalations to a resolution by engaging multiple teams within IQVIA
• Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.
• Able to work and lead small teams for a specific result
• Services as SME within the Service Desk and answers questions form more jr. staff
• Able to help with administrative duties including staff scheduling and vacation, holiday planning
• Provide first Level  Second level of support and convey resolution to customer issues
• Accurate escalation of unresolved queries to the next level of support team
• Track, Route and redirect Problems to correct resources
• Utilize excellent customer service skills and exceed customers’ expectations
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Should possess strong technical background, additionally
• Ability to deal with users through Calls, Chats and Email
• Should have prior technical support experience.
• Good typing speed (minimum 40 WPM and 98% accuracy).
• Logical thinker
• Good analytical and problem solving skills
• Up-to-date technical knowledge
• Good interpersonal and customer care skill
• Flexible in working 24/7 environment

Qualifications:

• Associate's Degree  Pref
• 5-6 yrs of Service Desk or Information Technology Experience Pref
• 5-6 yrs of Customer Service Experience

Why Join? Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry. You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries. We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. It's an exciting time to join and reimagine what's possible in healthcare. IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential. 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. IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes. Likewise, as part of this culture, IQVIA is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and human resources policies. Apply To This Job