US_Service Support Specialist_CO I
Job Description
Improve Roche Support Network's dispatch workflow to shorten issue resolution times.
Service Support Specialist – Indianapolis, IN
The Opportunity: The Roche Support Network (RSN) is responsible for supporting customers throughout the service customer journey. As part of the RSN Operations team, this position supports the RSN organization through a number of tasks. Provide operations support to the Roche Support Network.
Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching & troubleshooting a wide range of issues varying in complexity related to resource dispatching, case creation, spare parts availability distribution, etc. Provide phone support to field representatives. Able to maintain excellent workload management balancing multiple tasks efficiently while maintaining a high level of quality in a fast-paced environment. Communicates proactively and effectively with teammates, stakeholders, leadership and other colleagues. Embraces change with a positive attitude. Identifies problem areas and recommends corrective solutions. Maintain documentation according to established guidelines as may be required by specific job responsibilities. Knows and applies 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. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments. Able to work evenings and occasional weekends based on team needs. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Who You Are:
Associate's Degree with at least 1 year 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
Preferred Bachelor's degree in business, finance, accounting, or supply chain is preferred SAP experience Salesforce experience Advanced skills in data entry, Google Apps and Drives, MS Office, organization, oral and written communication
Soft Skills: Customer Service focused, positive attitude, empathetic, agile learner
Provide operations support to the Roche Support Network and act as a primary point of contact for service representatives, Answer inquiries, analyze, research and troubleshoot issues related to resource dispatching, case creation, and spare parts availability, Provide phone support to field representatives, Maintain documentation according to guidelines and ensure quality in a fast-paced environment
