Employee Experience Senior IT Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Mission: To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance indicators (KPIs).

THE OPPORTUNITY:

● Fluent in English 85% or more, excellent written and oral communications skills is required.
● Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.

● Handle Incidents and Requests Received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.

● Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides; showing self Service Portal capabilities, etc.

● Moreover, contribute to building knowledge for customer experience organization and customers.

● Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.

● Invest in Self-Learning and development, stay up-to-date with new services, and invest in technical expertise for specific areas according to the business need.

● Contribute on creating, modifying and removing knowledge articles for customer experience organization and customers.

● Assist as a coach and/or a mentor for non-Senior Specialists.

● Contribute to process improvement, innovation and involvement in resolution of complex technical issues.

● Support on escalations done by our customers.

● Involvement in types of projects aligned with Roche needs

● Customer oriented mindset, highly accountable, agile, and results oriented.

● Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.

● High aptitude for learning and developing skills in his/her areas of specialization.

● Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment .

● Taking ownership and driving end to end resolution while keeping the customer updated.

● Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.

● Contribute to the organization’s quality goals by knowing and understanding quality metrics and the way she/he can positively impact those.

● Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise.

● Excellent organizational and communication skills, and the ability to prioritize tasks among many.

WHO YOU ARE:

MINIMUM QUALIFICATIONS/EDUCATION and/or EXPERIENCE:

IT Education and Experience:

● High School Diploma

● Advanced troubleshooting and problem solving skills.

● 4 years of experience:

○ Bachelor’s IT Degree is a plus.

○ At least 1 year in customer service.

○ At least 3 years working in an IT support environment, Service Desk, Desk-side or technical support.

● or 3 years working in an IT support environment, Service Desk, Desk-side or technical support and a Bachelor's IT Degree.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations

may be made for persons with disabilities -evaluation to determine fitness will be made by company physician(s).

Employee must comply with all applicable safety and security procedures:

Determine appropriate action beyond guidelines.

Report potentially unsafe conditions

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.