Summary: Lead and manage day-to-day support activities, providing expert-level troubleshooting and resolution for complex device, application, and solution issues while maintaining strong stakeholder relationships. Highlights: 1. Lead and manage day-to-day support activities and ticket management. 2. Deliver hyper-care support with direct site engagement and troubleshooting. 3. Apply strategic troubleshooting skills to analyze root causes. Oeiras, Portugal \| Full time \| Home\-based \| R1558028 **Essential Functions** **Support Operations \& Ticket Management** * Lead and manage day‑to‑day support activities, including handling and resolving support calls and tickets for self and the broader support team * Act as an escalation point for advanced Tier 1 support cases, providing expert\-level troubleshooting and resolution * **Deliver hyper‑care support when required, including direct site engagement and hands‑on troubleshooting** * **Maintain flexibility in working hours to accommodate site and operational needs** * **Technical Expertise \& Troubleshooting** * **Independently support sites by diagnosing and resolving complex device, application, and solution issues** * **Apply strategic troubleshooting skills to analyze root causes and prevent repeat incidents** * Ensure high‑quality, consistent support aligned with solution and operational standards * Knowledge Management \& Continuous Improvement * Create and maintain clear, practical knowledge articles, how‑to guides, and documentation to improve support efficiency and quality * Communication \& Stakeholder Engagement * Communicate clearly and proactively with site stakeholders, including non‑technical users * Explain technical concepts in a simple, accessible manner * Independently manage site interactions and maintain strong, professional relationships Qualifications * Bachelor's Degree Life Science, a related field, or equivalent experience 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 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, when annualized, is zł124,000\.00 \- zł230,300\.00\. 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. **Where you'll work** --------------------- ### **Home\-based** You’ll work remotely, with the flexibility to do your best work from home. Supported by collaborative tools and a global team, you’ll stay connected while enjoying the autonomy and balance that comes with a fully remote role. **Culture** ----------- Culture at IQVIA is built on a shared belief: that when people are empowered with better data, smarter technology and deeper expertise, they can change what’s possible for patients. Across every team and every corner of the globe, you’ll find colleagues who genuinely care — about the mission and about each other. That’s what makes this a place where people tend to stay, grow and do the best work of their careers.
João Santos
Indeed · HR
João Santos
Indeed · HR
