Phone Support Specialist

IQVIA•Carlsbad, CA

4d•$19•Remote

About The Position

This Technical Phone Support Specialist role allows you to leverage your experience in a way that does not involve direct patient care, though the work indirectly supports patient care outcomes. Additionally, you will gain exposure to the medical device industry, offering potential for long-term career growth. This is a remote position, requiring reliable internet access and availability to work the assigned shift. 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.

Requirements

High school diploma required.
1+ years of customer service experience.
Strong proficiency in problem-solving.
Ability to build rapport with clients.
Capacity to prioritize and multitask in a fast-paced environment.
Positive and professional demeanor.
Able to work on a computer for up to 8 hours daily, performing repetitive motions for data entry.
Excellent written and verbal communication skills with demonstrated critical thinking abilities.
Reliable internet connection and a quiet workspace.
Ability to clear hospital vendor credentialing requirements.
Position may/will require up to date immunizations.

Nice To Haves

1+ years of experience troubleshooting devices (preferred).

Responsibilities

Answer calls, assist customers with inquiries, and gather necessary information.
Transfer calls to the appropriate department when necessary.
Provide technical support, handle complaints, and adhere to training protocols.
Utilize a computer to enter information into the CRM tool.
Log in on time and efficiently manage all assigned calls.
Deliver consistent, high-quality customer support while maintaining professionalism.
Collaborate with the Team Manager to meet deliverables.
Follow established support processes (e.g., problem resolution, escalation) to ensure SOP compliance and positive customer experiences.
Document and update client records based on interactions.
Maintain availability to work 40 hours a week.
Ensure compliance with company policies and procedures in a highly regulated industry, with thorough and accurate documentation.