Technical Support Specialist II

China, Shanghai, Shanghai Long Dong Av.

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Technical Support Specialist IIYou will be responsible to handle customer technical inquiry and trouble shooting by phone in Customer Contact Center. - Responsible to handle customer technical inquiry and trouble shooting by phone. Good use of remote diagnosis tools, Customer information Management System, telephony system, other web tools to fulfill customer service request and recording communication; - Ability to handle of instrument servicing & maintenance, as well as software and/or hardware trouble shooting; - Following up with open case processing until we close case; - Relocating to field service/application team in order to renew technical knowledge and service experience; - Using service standard words and treating our clients warm, polite and satisfy our customers. Fulfilling the working arrangement and be responsible for relocate work. Ensuring timely completion of individual KPI; - Constantly learning new knowledge and actively attend company technical and soft skill training program; - Promoting 800 line specialized for new covered product line.

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity

Roche is an equal opportunity employer.

Shanghai Long Dong Av.