Job description
Responsible for providing 1.5 level support to agents that are experiencing knowledge gaps when handling tickets. Technical support specialist (TSS) role has been created to reduce average handling time and increase First Contact Resolution (FCR), fixing issues while agents are supporting the customers, sharing knowledge, and supporting agent development to increase customer satisfaction.The scope includes incident management for end users for multiple enterprise applications and business specific applications, multiple platforms as well as hardware and software application conflicts, via different channels. Follows global established processes. What you will be working on 1.5 Level Support:Assist agents (Coaching) with technical support to resolve incidents while supporting the customer.Coach and assist the agents on following the existing Incident and request management processes in compliance with the Quality standards.Provide recommendations to management and Service Delivery experience (SDX)Provide resolution tips on a regular basis.
Responsibilities & skills
Education
Auxiliary responsibilities relevant for this JobActivities with alignment and approval of the manager
Experience
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Roche
Roche was one of the first companies to bring targeted treatments to patients. With our combined strength in pharmaceuticals and diagnostics, we are better equipped than any other company to further drive personalised healthcare. Two-thirds of our Research and Development projects are being developed with companion diagnostics.We are the world's number 1 in biotech with 17 biopharmaceuticals on the market. Over half of the compounds in our product pipeline are biopharmaceuticals, enabling us to deliver better-targeted therapies.We have been at the forefront of cancer research and treatment for over 50 years, with medicines for breast, skin, colon, ovarian, lung and numerous other cancers.We offer doctors profound information to guide treatments and to answer more patients’ questions than any other company. And our tests enable hospitals and labs to deliver that information quickly and reliably.We invest around 9 billion Swiss francs in Research and Development every year because innovation is our lifeblood. This is amongst the highest Research and Development spends in the world across all industries.
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