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:
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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.
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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.
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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.
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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.
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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.
