L1 Support Engineer

As an L1 Support Engineer, you will serve as the first line of communication for customer inquiries through phone, email, and support tickets. Your responsibilities will include:

• Customer Support:

  • Provide clear and professional responses to customer questions regarding products or services.
  • Guide customers through basic troubleshooting steps for technical issues.
  • Accurately document customer interactions, issues, and resolutions in the support system.

• Technical Support:

  • Identify and resolve simple technical issues, including login and configuration problems.
  • Assist customers in understanding product features and system functionality.
  • Troubleshoot connectivity or software problems, providing basic fixes or workarounds.

• Escalation Management:

  • Identify issues that require advanced technical knowledge and escalate them to Level 2 support (L2).
  • Ensure escalated tickets are detailed with clear descriptions and relevant customer information.

• Customer Satisfaction:

  • Follow up with customers to ensure resolution of their issues and maintain a positive attitude while managing expectations.
  • Ensure timely closure of support tickets and communicate updates to customers.

• Collaboration:

  • Collaborate closely with the L2 technical team and other departments to ensure smooth hand-offs of customer tickets.
  • Contribute to the creation of FAQs, knowledge bases, and troubleshooting guides for customers.

Location: Dubai, Dubai, United Arab Emirates
Job Type: On-site, Full-time

IQVIA is a leading global provider of clinical research services and healthcare intelligence, dedicated to improving patient outcomes and population health worldwide.