Job Abstract

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

Your Tasks and Responsibilities

• Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.

• Handle Incidents and requests Received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.

• Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides; showing Self-Service Portal capabilities, etc. Moreover, contribute to Building Knowledge for customer experience organization and customers.

• Ensure that excellent customer experience is achieved through the combination of soft skills and a customer-centric mindset.

• Contribute to creating, modifying, and removing knowledge articles for customer experience organization and customers.

• Contribute to process improvement, innovation, and involvement in resolution of complex technical issues.

Who You Are

• High School Diploma, IT Degree is a plus.

• Fluent in English and Portugues, 85% or more, excellent written and oral communication skills are required.

• 1 year in customer service plus 3 years working in an IT support environment, Service Desk, Desk-side, or technical support.

• Knowledgeable in ServiceNow, Windows, Mac Support, Network Services / Application & Desktop Virtualization, Mobility Support, Printing, Meeting Room & Voice Services, SAP Tools, password initial set up and password resets and Active Directory.

At Roche, more than 100,000 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.

The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.