Support Operations Specialist

IQVIA•New Providence, NJ

2d•$53,000 - $132,600

About The Position

Manages client expectations and ensures the delivery of business services, products, and solutions to support client satisfaction, retention, and brand preservation. The role is responsible for service quality and helping clients obtain maximum value from products and services. It includes responding to client questions, coordinating with production to provide data in requested formats, and researching and responding to routine client inquiries. The specialist may lead projects involving business and client teams, develop action plans with internal teams, and provide in-depth training on databases and products. The role also supports pricing products, develops and manages the deployment of Tech & Apps products, communicates with clients about Tech & Apps projects and solutions, and provides technical support when needed. The specialist analyzes customer requirements and coordinates timely, high-quality outcomes that meet customer expectations.

Requirements

Bachelor's degree or an equivalent combination of education and relevant professional experience.
Experience in customer support, business operations, project coordination, healthcare administration, technology support, or a related field.
Strong problem-solving, analytical, organizational, and follow-through skills.
Experience using ticketing systems, customer relationship management platforms, or comparable support tools.
Excellent written and verbal communication skills, with the ability to communicate clearly with business and technical audiences.
Ability to manage multiple priorities in a fast-paced, client-focused environment.
Demonstrated ability to coordinate across functions and build effective stakeholder relationships.
Proficiency with Microsoft Office applications and common business systems.

Responsibilities

Take responsibility for the quality of service delivered to clients and help them obtain maximum value from products and services.
Answer client queries and collaborate with production to provide data in client-desired formats.
Lead projects between business and client teams when needed.
Develop client action plans with internal teams, including responsibilities, timeframes, and resources.
Provide in-depth training in databases and products, and assist with product pricing.
Develop and manage deployment of Tech & Apps products.
Communicate with clients about Tech & Apps projects and solutions.
Provide technical support to clients when required.
Analyze customer requirements and ensure outcomes are delivered on time, meet quality standards, and meet customer expectations.
Research, analyze, and respond to routine client inquiries.