As a Account Process Agent SME you will be based in San José, Costa Rica. You will be
working at Roche Services Americas, which is one of the Roche Shared Services Centers
worldwide providing IT, Finance, Procurement services to various countries in the Americas
Provides first-level technical resolution via multiple channels (eg Phone, Chat, Email) to provide
support to end users. Support includes multiple enterprise applications (e.g. Google suite, MS
Office suite, SAP, Internet browsers), and business / department-specific specialized
applications (e.g. Rexis, Salesforce, Cisco Contact Center).
Acts as a Subject Matter Expert (SME) for at least one of the following applications, software,
hardware or other and ensures technical expertise of SME area is learned in depth as main
point of contact for SSC.
Your main task will include :
Responsible for IT incidents and requests received via multiple channels (e.g.telephone,
email, chat, self-service portal, ticketing application or other.)
Understand and adhere to Incident Management and Problem Management processes
and policies. Ensure that resolutions are consistent with global standards and processes
and do not introduce additional conflicts.
Provides first level support for incidents for Roche approved software (SW), aligned with
global and regional practices (e.g. Windows 7, Apple OS, Adobe Products or other).
Provides first level support for incidents for Roche applications related to the Google
Suite, Microsoft Office, SAP, Document Management tools (e.g. touchpoint, Sharepoint,
Coremap), Conferencing tools (e.g. Webex), MAC Applications, and others.
Provides first level support for Roche approved standard, and exception, hardware (e.g.
laptops, desktops, tablets, mobile phones / devices, monitors and printers), and
assistance for hardware (HW) requests per knowledge articles by location / site of end
Escalates incidents / service tickets that cannot be resolved at first level to level 2 subject
matter experts per knowledge article’s assigned service owner.
Provides first level support for incidents associated with Roche business applications.
1st Level Support - Subject Matter Expert
Learns all necessary technical details of a specific solution, as assigned.
Creates content and evaluates effectiveness of knowledge base content to ensure
accurate response information is available for SSC, in coordination with service owner.
Acts to partner with solution owners and second level support teams to resolve complex
Act as technical consultant (expert) to colleagues and end users aiming at satisfaction,
productivity and knowledge transfer (training).
REQUIRED QUALIFICATIONS / EDUCATION and / or EXPERIENCE :
Education and Experience :
Minimum of 5 years’ experience working in a customer support environment, call center,
help desk or desk-side support environment required.
1 Year of experience supporting applications on a in IT Service Desk or Deskside
Proven experience managing roles of SME or technical expert is a must
Knowledge, Skills, and Abilities :
Outstanding customer service, interpersonal skills and sense of urgency
Ability to work in, and contribute to, a fast-paced and changing environment, where
multiple priorities need to be effectively managed, while maintaining composure and
flexibility in a structured environment
Must have a high aptitude for learning
Must be highly accountable and results oriented; persistence, resourcefulness, drive and
ability to work proactively
Ability to work in and contribute to a highly team-oriented environment
Excellent technical skills for analyzing and troubleshooting problems in a complex
Ability to simplify complex problems, process projects into component parts, explore and
evaluate them systematically. Able to identify causal relationships and construct
frameworks, for problem solving and / or development
Certificates, Licenses and Registrations :
ITIL V3.1 knowledge required, certification is a plus
Business Process Modeling knowledge require, preferred. E.g. ABPMP or similar (a
PMI related certifications, or Agile Methodologies, knowledge require, certification
The desired start date would be as soon as possible.
Roche is an equal opportunity employer.
Customer Support, Customer Support >
Technical & Application Support
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.