IT Tier 2, Tech Support, Medical Device - (Home-Based 11am-8pm ET)

IT Tier 2 - Technical Support Representative Mon - Fri 11am - 8pm ET
Contract Remote Role – Location (Open to Remote US)

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians, and patients. A significant part of our business is providing patient support programs on the behalf of our customers. With the right experience, you can help provide support to patients in need of available therapies.

IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for patient support, field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000+ field professionals in more than 30 countries addressing physician and patient needs.

We are excited to announce that currently we are looking for a 100% remote (work from home—WFH) contract Technical Support Representative – Optos to join our team. In this position, you will provide telephone support of the Optos retinal scanning medical device, various Windows Operation Systems, e-mail, dialup access, and network support for customers and field employees. The Technical Support Representative – Optos will also support PC configuration and internal IT inquiries. This role will be a contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

Job Responsibilities:

• Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200™.
• Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues.
• Log interactions into the CRM system.
• Evaluate and escalate calls to field teams for critical issues and hardware issues.
• Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
• Perform data migration on customer computers.
• Ability to work 40 hours per week (available shift is 11am EST – 8pm EST), including one Saturday shift (8am EST – 5pm EST) every four weeks.

Minimum Education & Experience:

• High School diploma or equivalent
• 1+ year of Technical Support experience required
• Previous experience working in a customer care environment
• Extensive …