Senior Customer Experience IT Specialist

hace 4 semanas


San Rafael, Escazú, Costa Rica Roche A tiempo completo

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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