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It Application/Technical Specialist
hace 3 meses
.A Roche promove a diversidade, a equidade e a inclusão, representando as comunidades que atendemos. Ao lidar com saúde em escala global, a diversidade é um ingrediente essencial para o sucesso. Acreditamos que a inclusão é essencial para entender as diferentes necessidades de saúde. Juntos, abraçamos a individualidade e compartilhamos a paixão por cuidados excepcionais. Junte-se à Roche, onde cada voz é importante.A posição Responsible for : Ensuring that Customer Support in the EMEA RCSC delivers the required service offering to both the local market and designated served countries. Responsible for IT software systems.Role PurposeAt Roche, we are seeking a collaborative and agile individual with a growth mindset to join our Regional Customer Support Center team (RCSC). As a Senior Technical Specialist, you will have the opportunity to create a culture of service excellence towards our customers and stakeholders, contributing to our service strategy and providing the best service experience. We are a vibrant and dynamic team that is passionate about achieving our goals while maintaining work-life balance and having fun.In this position, you will directly contribute to the vision of RCSC, demonstrating resilience, autonomy, and a strong commitment to teamwork. You will act as a catalyst for resolving complex issues, transferring expert knowledge, and fostering a culture of participation and responsibility within the region. Your high expertise and core skills are key to providing technical expert support and training for IT software and solutions.Main Function of the Job:The IT Application/Technical Specialist will provide support in the following key result areas:Handling of customer and employee enquiries, via phone or in the written form.Identification and troubleshooting of complex issues specially related to IT software (Navify solutions and Digital Infrastructure topics) with a Solution vision (360o).Conducting and designing employee training, ensuring the delivery of standardized concepts and documentation.Information and knowledge transfer, including the identification and distribution of important service and quality notifications, organizing technical meetings, and reviewing documentation for system launches.On-site service activities - supporting field-based technical support and sales personnel.Business support to Sales and Marketing (BA).Analyse and provide solutions to ensure Customer Experience and reduce product complaints/inquiries increasing customer satisfaction and support sustainability.Specific Responsibilities:Handling of customer and employee enquiries and complaints:Processing customer inquiries and troubleshooting.Processing employee inquiries.Identification of product quality issues and escalation to the next level of skill and/or specialism.Identification of customer and/or laboratory organization issues and development of appropriate action plans.Use of remote service for diagnostic support
