Especialista Técnico IT

México, Estado de México, Mexico City
Argentina, Argentina
Chile, Chile
Colombia, Colombia
Ecuador, Ecuador
Perú, Lima (provincia), Lima
Panamá, Panamá, Panama City
Uruguay, San José, Uruguay

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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 Development
  • Participate 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

Requirements:

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