Senior Customer Experience IT Specialist
hace 4 semanas
The Role
We are seeking a highly skilled Senior Customer Experience IT Specialist to join our team at Roche. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our internal and external customers.
Key Responsibilities
- Provide first-level support for a wide range of services, including travel and expense, procurement, and IT services.
- Handle incidents and requests received via multiple communication channels and coordinate the end-to-end ticket lifecycle.
- Guide customers on self-service and encourage them to be more autonomous by providing solutions, sharing guides, and showcasing self-service portal capabilities.
- Contribute to building knowledge for the customer experience organization and customers.
- Ensure excellent customer experience through a combination of soft skills and a customer-centric mindset.
- Invest in self-learning and development, staying up-to-date with new services and investing in technical expertise for specific areas.
- Contribute to creating, modifying, and removing knowledge articles for the customer experience organization and customers.
- Assist as a coach and/or mentor for non-senior specialists.
- Contribute to process improvement, innovation, and involvement in resolving complex technical issues.
- Support on escalations done by our customers.
The Ideal Candidate
We are looking for a candidate with a customer-oriented mindset, high accountability, agility, and results-oriented skills. The ideal candidate should be able to work in a complex and team-oriented global environment, have a high aptitude for learning and developing skills, and be able to work in a fast-paced and changing environment.
Required Qualifications/Education and/or Experience
IT education and experience:
- High school diploma
- Fluent in English and Portuguese with 85% or more, excellent written and oral communication skills
- Advanced troubleshooting and problem-solving skills
- 4 years of experience: Associate'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 an Associate's IT degree
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