Salesforce Administrator

Job description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward. Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward. Your Mission Your mission is to work on issues reported through the customer support systems, maintain ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress. To achieve your mission, you will: Process cases in Salesforce, identifying customers, populating case details, and confirming accuracy of data Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team Work with the Engineering Team to help diagnose and resolve software issues Work closely with Service Partner Team to ensure Customer Success Test solutions to ensure that it provides resolution to the issue reported Participate in activities of the support team Contribute to solutions communicated through knowledge base and FAQs. Manage individual KPIs Regular client communication, maintaining a good relationship with them Maintain active client contact records within our support systems Other support tasks as determined by Manager. Your Profile Post-secondary degree with minimum 2 years of experience in a customer facing position Sales Force Admin certification - advantage Knowledge of Pharmaceutical industry Strong client focus orientation, problem solving and communication skills Project Management experience is a high plus Good presentation skills Fluency in English and French. We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™. We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™