Account Process SME Agent
F. Hoffmann-La Roche Ltd
San Rafael de Escazu (Pharma),Costa Rica,
hace 7 días

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).


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

customer environment

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

  • At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
  • focused healthcare groups. Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

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