This position is within a 24/7 call center. It is expected for this individual to be open to working 1st, 2nd and 3rd shift. Your schedule will be determined on a quarterly basis.
Additionally, this position is a 24 month fixed term full time position with a possible 12 month extension.
Are you a laboratory or allied health professional looking to use your skills in a new way? Do you have a passion for solving problems that help improve patient lives? Are you interested in working for a company that is not only an industry leader but has also been named one of the best places to work? If so, this is the position for you! Roche’s North American headquarters in Indianapolis is a state-of-the-art campus with approximately 4,400 employees. It is home to U.S. research and development, laboratory, manufacturing, distribution, IT, and administrative operations. Roche has been named a Fortune Top 100 Best Company to Work For, a Best Workplace for Health Care, and a Best Workplace for Millennial's by the Great Place to Work Institute.
As a Technical Support Specialist on the IT team you serve as the primary support liaison between Roche and our customers as well as serve as a technical resource for internal sales and marketing partners. You will be responsible for providing phone support and managing resolution of complex technical issues involving laboratory equipment usage, software and diagnostic applications for products such as molecular diagnostics product line. You will be responsible for tracking and maintaining records in accordance with Roche Quality and FDA requirements. In addition to technical problem resolution, the technical support specialist is also responsible for the overall success of the company through interactions that develop and promote loyal business relationships. The Roche Support Network Customer Support Center serves our customers on a 7 day/24 hour basis. Schedules are determined in advance to provide work life balance and may be assessed on a quarterly basis based on business needs.
Who You Are:
Associate’s degree or equivalent military training in medical technology, electronics or related field. For IT related roles, Associate’s degree or equivalent military training or greater than 2 years of experience with industry certification in Information Technology
Ability to gain knowledge of all Roche products within the business are
Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software
Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately
Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty
IT Middleware experience
Security, Network+, Call Center IT Experience or Industry experience
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com.
Job Level:Individual contributor