Technical Support Representative - (Home-Based)

Technical Support Representative
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 contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

Job Responsibilities:

• Ability to work 40 hours per week (available shifts: 9am EST – 6pm EST OR 10am EST – 7pm EST OR 11am EST – 8pm EST), including one Saturday shift (8am EST – 5pm EST) every four weeks.
• Log interactions into the CRM system.
• Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200™.
• Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses.
• Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues.
• Evaluate and escalate calls to field teams for critical issues and hardware issues.
• Perform data migration on customer computers.
• Research technical and software issues to identify trends for early detection and repair.

Minimum Education & Experience:

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

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. This role will be a contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

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