Tier 2, Technical Support Representative

Tier 2, Technical Support Representative Mon - Fri 10am - 7pm ET
Short Term Contract Remote Role – Location (Open to Remote US)

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally.  Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them.  We help customers gain insight and access to their markets and ultimately demonstrate their product's value to payers, physicians, and patients.  A significant part of our business is providing patient support programs on the behalf of our customers.  With the right experience, you can help provide support to patients in need of available therapies.

IQVIA has the world's largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products.  With a focus on providing talent for patient support, field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000+ field professionals in more than 30 countries addressing physician and patient needs.

We are excited to announce that currently we are looking for a 100% remote (work from home—WFH) contract Technical Support Representative – Optos to join our team.  In this position, you will provide telephone support of the Optos retinal scanning medical device, various Windows Operation Systems, e-mail, dialup access, and network support for customers and field employees.  The Technical Support Representative – Optos will also support PC configuration and internal IT inquiries.  This role will be a short term contract role with IQVIA managed by an external agency.

Job Responsibilities:

• Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200.
• Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues.
• Log interactions into the CRM system.
• Evaluate and escalate calls to field teams for critical issues and hardware issues.
• Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers.
• Ability to work 40 hours per week (available shift is 10am EST – 7pm EST), including one Saturday shift (8am EST – 5pm EST) every four weeks.

Minimum Education & Experience:

• High School diploma or equivalent
• 1+ year of Technical Support experience required
• Previous experience working in a customer care environment
• Extensive knowledge and practical experience of Windows operating systems including Windows 98/NT/2000/XP/Vista/7, MS Office applications, and internet browsers
• PC hardware and configuration skills
• Intermediate IT networking knowledge
• High-speed home internet connection required.

IQVIA is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere.

The pay range for this role is $25.00 per hour.

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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 

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

The potential base pay range for this role is 25.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

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