Job Description

The Position

Technical Support Specialist

GCX \xe2\x80\x93 EXO APAC

Mission

Responsible for providing 1.5 level support to agents that are experiencing knowledge gaps when handling tickets. Technical support specialist (TSS) role has been created to reduce average handling time and increase First Contact Resolution (FCR), fixing issues while agents are supporting the customers, sharing knowledge, and supporting agent development to increase customer satisfaction.

The scope includes incident management for end users for multiple enterprise applications and business specific applications, multiple platforms as well as hardware and software application conflicts, via different channels. Follows global established processes.

What you will be working on

1.5 Level Support:

Assist agents (Coaching) with technical support to resolve incidents while supporting the customer.

Coach and assist the agents on following the existing Incident and request management processes in compliance with the Quality standards.

Provide recommendations to management and Service Delivery experience (SDX)

Provide resolution tips on a regular basis.

Partnership and collaboration:

Partnering with different focus groups to raise awareness for continuous service improvement

Collaborate with supported sites account plan related activities

Collaboration with maintaining and continuously improving the sites specific technical and process knowledge. Constantly being informed about local and IT services changes and implementations to know the most current IT status. Collaborate with improvement activities including and not exclusively to the following: analysis of misassignment trends, find possible gaps by collaborating with different teams and actively participate in facilitating information regarding solutions to ensure satisfaction and achieving service deliverables.

Attend global meetings with the purpose of discussions, sharing information, process alignment or harmonization.

Other Roles:

Assistance in CI topics

Auxiliary responsibilities relevant for this Job

Activities with alignment and approval of the manager

Once additional role/activity is taken, the requirements and scope will be provided by the project/focus area/manager (active participation is expected and reviewed)

The ideal candidate

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 .

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.

Requirements for IT:

H.S Diploma

Excellent troubleshooting and problem solving skills.

Advanced knowledge in Operating systems such as Windows, MAC, iOS devices in general.

4 years of experience:

At least 3 years working on an IT support environment, Service Desk, Desk-side or technical support and at least

1 year in customer service.

Associate\'s IT Degree is a plus.

Fluent in English and Mandarin, excellent written and oral communications skills is required.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.

Roche