Customer Support Analyst, Tsa Operations

1 week ago

Kirkland, Canada IQVIA Full time

Job Overview:
Provides expertise and systems support in producing TSA based client deliverables within the Operations team. Ensures timeliness of deliveries, as well as a high level of quality through quality assurance checks on a range of client deliveries.

Essential Functions:
The Customer Support Analyst for TSA Operations is responsible for the set-up of new clients and/or new client deliveries. The individual is responsible for implementing all incoming client requests to maintain existing deliveries. The individual is responsible to coordinate any communications, questions, and issue resolutions with internal stakeholders as well as client facing teams. The individual is responsible for query support, ad hoc requests, and product development support. The individual is responsible for the overall timeliness and quality of deliveries for their assigned clients.

Qualifications:
Bachelor’s degree or equivalent in Commerce, Business Technology, Management Information Systems or equivalent experience of 2-3 years in production and data analysis.

Additional Requirements/Assets:

- Ability to communicate effectively with various levels in the organization (written and verbal).
- Demonstrated problem solving, analytical and strong customer service skills (internal customer).
- Proven troubleshooting skills and data mining skills.
- Demonstrated ability in Access, Excel, basic SQL.
- Flexible
- Detail oriented
- Independent workers
- Able to work under pressure in a multitasking environment
- A team player
- Deadline-driven
- Committed to client quality
- Proficient at working cross-functionally to develop solutions, processes, and resolve issues.
- Experience working with Mainframe is an asset.
- Experience in the pharma industry and/or knowledge of IQVIA datasets (TSA, CS, CDH, GPM, and Xponent) is an asset.

Résumé de la description de poste

Aperçu du poste:
Fournit une expertise et un support système dans la production de livrables client basés sur TSA au sein de l'équipe des opérations. Assure la ponctualité des livraisons, ainsi qu'un haut niveau de qualité grâce à des contrôles d'assurance qualité sur une gamme de livraisons aux clients.

Fonctions essentielles:
L'analyste du support client pour les opérations TSA est responsable de la configuration de nouveaux clients et/ou des livraisons de nouveaux clients. L'individu est responsable de la mise en œuvre de toutes les demandes entrantes des clients afin de maintenir les livraisons existantes. L'individu est responsable de coordonner toutes les communications, questions et résolutions de problèmes avec les parties prenantes internes ainsi qu'avec les équipes en contact avec les clients. La personne est responsable de l'assistance aux requêtes, des demandes ad hoc et de l'assistance au développement de produits. L'individu est responsable de la rapidité et de la qualité globales des livraisons pour les clients qui lui sont assignés.

Qualifications:
Baccalauréat ou équivalent en commerce, technologie des affaires, systèmes d'information de gestion ou expérience équivalente de 2 à 3 ans en production et analyse de données.

Exigences/Atouts supplémentaires:

- Capacité à communiquer efficacement avec les différents niveaux de l'organisation (écrit et verbal).
- Compétences démontrées en résolution de problèmes, en analyse et en service à la clientèle (client interne).
- Compétences éprouvées en matière de dépannage et d'exploration de données.
- Capacité démontrée dans Access, Excel, SQL de base.
- Flexibles
- Soucieux des détails
- Travailleurs indépendants
- Capables de travailler sous pression dans un environnement multitâche
- Doté d'un esprit d’équipe
- Respectueux des délais
- Engagés pour la qualité client
- Aptes à travailler de manière inter-fonctionnelle pour développer des solutions, des processus et résoudre des problèmes.
- Une expérience de travail avec Mainframe est un atout.
- Une expérience dans l'industrie pharmaceutique et/ou une connaissance des ensembles de données IQVIA (TSA, CS, CDH, GPM et Xponent) est un atout.

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