Especialista Técnico IT

Roles and Responsibilities

    Provide high-level technical support to customers on Roche IT product lines.Handle all calls received from customers; troubleshoot them to provide instant solution on software and hardware problems due to customer complaints.Escalate unsolved cases to CIR, and/or GCS with complete case explanation.Ensure follow-up until issue has been resolved ad customer is satisfied.Handle all requests to provide troubleshooting at customers’ sites around ME. Document all his activities in REXIS/Lightning/NFSS.Assure support is provided within E-L RCSC to have a harmonized approach.Will be involved with one or more existing projects when it comes to TransformD strategy.Delivers best in class technical support utilizing appropriate systems and processes and providing a consistent and high level of support to customers.Continues development of technical skills to ensure resilience in the support of all Roche IT products.Proposes proactively and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback.Performs software and hardware support for new installations or implementations.Ensures that all support is completed in a timely and accurate manner, guarantee the activity reporting at the CRM (REXIS) software and appropriate escalation of product issues to management center, and ensure that all administration is completed in a timely and accurate manner.Flexible working hours, due to shifts on the Regional Customer Support Center. Training and DevelopmentParticipate in IT technical trainings and seminars and workshops (to enhance knowledge of Software and Hardware and continuous improvement of first level support)Maintain and update IT product knowledge


    Competences: Strategic Agility, Decision Making, Technical Experience, Comunication, Team WorTechnical skills: Product line acumen (cobas Infinity Central Lab)

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