Assoc Technical Support Specialist - Indianapolis, IN

Job description

  Job facts

Location: Indianapolis, IN

Who We Are:
Roche is the world's largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.

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.
For more information, please visit www.roche.com

The Opportunity:

You will be responsible for answering customer service inquiries and analyze/troubleshoot problems with non-functioning products and/or services or orders, pricing, invoicing, etc. You may also provide specialized support in a customer contact area. This individual will identify problem areas and recommends corrective solutions. You will maintain documentation according to established guidelines as may be required by specific job responsibilities.

This individual will know and apply the fundamental concepts, practices and procedures of the particular field of specialization. Significant on-the-job training or formalized education in specific area. Requires some evaluation, originality or ingenuity. You work is varied and may be somewhat difficult in nature but usually involves limited responsibility. This individual contributes independently or with a team towards a program or department goal or service.

·  Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
·  Primary responsibility is to document inbound customer requests. Responsible for asking basic questions on customer account information/issue and documenting in customer relationship management system.
·  May respond to technical customer inquiries concerning products and/or services.
·  May also include assisting scheduling team with requests or other departmental needs.

Requirements:

·  Associate's Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience
·  Proven ability to make quick and effective independent decisions
·  Strong organization and planning skills
·  Ability to handle multiple functions at one time
·  Efficient and effective oral and written communication skills
·  Intermediate computer skills including the ability to do some advanced functions within various software packages
·  Ability to develop expert product knowledge for areas of responsibility

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

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.