About the position
As a Service Support Specialist at Roche, you will play a crucial role in providing operations support to the Roche Support Network. This position serves as the primary point of contact for service representatives, where you will be responsible for answering inquiries and analyzing, researching, and troubleshooting a wide range of issues that vary in complexity. These issues may include resource dispatching, case creation, spare parts availability, and distribution. You will be expected to apply fundamental concepts, practices, and procedures relevant to your field of specialization, which may require significant on-the-job training or formal education. The work can be varied and somewhat challenging, but it typically involves limited responsibility. You will contribute independently or as part of a team towards achieving program or departmental goals and services, while interfacing with internal customers and departments. In this role, you will provide phone support to field representatives and must maintain excellent workload management, balancing multiple tasks efficiently while ensuring a high level of quality in a fast-paced environment. Effective communication with teammates, stakeholders, leadership, and other colleagues is essential. You will need to embrace change positively, identify problem areas, and recommend corrective solutions. Additionally, maintaining documentation according to established guidelines will be a key responsibility as required by specific job functions. You will also be responsible for maintaining and continuously improving the quality system and achieving quality objectives through your daily actions.
Responsibilities
- Act as a primary point of contact for service representatives, answering inquiries and troubleshooting issues.
- Provide phone support to field representatives.
- Maintain excellent workload management by balancing multiple tasks efficiently.
- Communicate proactively and effectively with teammates, stakeholders, and leadership.
- Identify problem areas and recommend corrective solutions.
- Maintain documentation according to established guidelines.
- Contribute to maintaining and improving the quality system.
Requirements
- Associates Degree + 1 year of administrative support experience or 3+ years of working administrative support experience.
- Proven ability to solve complex problems in a timely manner.
- Comprehensive understanding of business processes related to the area being supported.
- Strong organization and planning skills.
- Ability to handle multiple functions simultaneously.
- Efficient and effective oral and written communication skills.
- Intermediate computer skills, including the ability to perform advanced functions within various software packages.
Nice-to-haves
- Previous experience with SAP and Salesforce.
- Experience with Google Suite, specifically Google Sheets, Google Docs, Google Slides, and Google Forms.
- Previous experience in a fast-paced call center environment.
Benefits
- Discretionary annual bonus based on individual and company performance.
