Phone Support Specialist

Customer Service Representative

Customer Service Representatives are responsible for providing phone and technical support in a busy call center environment, primarily focusing on Breast and Skeletal Health. Work hours may vary depending on the time zone, and the specific shift will be confirmed during the hiring process.

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.

In addition to joining a company committed to employee growth and development, team members will have the opportunity to:

• Develop strong leadership skills while interacting with peers in the healthcare industry without direct patient care responsibilities.
• Be at the forefront of cutting-edge medical device technology.
• Gain professional growth and experience within the medical device industry.
• Access continuing education via the IQVIA Learning Center.

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

Requirements

• High school diploma required.
• 1+ years of experience troubleshooting devices (preferred).
• Strong proficiency in problem-solving.
• 1+ years of customer service experience.
• 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.

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.

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.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role is 19 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.