System Support Analyst

• Flexibility to changes in shift schedules, as dictated by Management

• Communicates with end users to clarify and define requirements

• Provide comprehensive Customer/Technical support services to support center customers

• Work within Service Level Agreements

• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements

• Take all steps to resolve issues reported to them and or escalate to the appropriate contact

• Use all available reference materials to help resolve the customer’s issue/s

• Take all necessary steps to ensure customer satisfaction at the end of the service

• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components

• Promptly notify management of any potentially “dissatisfied” customers

• Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.

• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc. • Confer with Supervisor to identify trending problems and work to develop solutions to open issues.

• Maintains call information in database using commercial software.

• Qualified candidates must have a bachelor’s in science nursing (BSN) with 2+ years’ experience.

• At least with 2 years of call center and clinical experience.

• Strong command of the English Language both spoken and written.

• Must have clinical experience and understands medical terminologies.

• Amenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.

• Understands his / her key performance indicators.

• Understand the relationship of work quality and how it impacts efficiency

• Dedicated at work – no Attendance issue with previous employers

• Had a good stint in the from previous organizations – not a call center hopper

• Has good critical thinking

• Strong logic formulation or thought process

IQVIA