**Responsibilities & Essential Functions** + Respond to or triage all support requests according to established processes in a timely manner within SLAs + Work independently to follow established guidelines and workflows without deviation; communicate issues to appropriate teams when necessary + Escalate issues that cannot be solved to the appropriate department + Monitor support requests for trends and possible issues + Collaborate with the team to promote constant improvement + Complete quality, configuration, documentation and other projects as assigned + Other duties as assigned **Qualifications** + Bachelor’s degree + Minimum of 1-year work experience + Prior experience working in customer support preferred + Prior experience at a biotechnology or pharmaceutical company, CRO, or other organization supporting clinical research or healthcare activities preferred + Ability to follow written processes and documentation to execute tasks independently and meet high quality standards + Ability to establish priorities and manage multiple activities to meet deadlines in a dynamic environment with minimal supervision + Meticulous attention to detail; process oriented + Capable of explaining complex issues in a concise manner + General knowledge of quality policies, practices and procedures + Understanding of medical terminology, specifically in the clinical trials space + Amenable to work on early morning shift + Amenable to work on Hybrid Set-up 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 https://jobs.iqvia.com IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us. EEO Minorities/Females/Protected Veterans/Disabled