Purpose

• Deliver key performance indicators (number of contacts, first contact closure, contact handle time, level of customer satisfaction index, etc.) results that meet customer performance objectives
• Act as single point of contact for end-users for technical issues such as software, hardware and network connectivity support
• Use superior customer-oriented telephone skills to acquire relevant customer information
• Present complex technical information to a non-technical audience
• Educate and explain product features and benefits as well as technical specifications
• Investigate, troubleshoot, and resolve reported issues in a timely and efficient manner
• Open, track and close call tickets
• Coordinate second and third level escalation response and provide follow-up on contacts

Qualifications / Experiences

• High school diploma or equivalent experience· MCP/MCSE certification is a plus, but not required
• 1+ years of successful experience in customer service position· experience in 1st level and 2nd level support, in German as well as in English

Knowledge

• Windows Client Technology
• Office Applications
• Trouble Shooting Mobile Computing
• Desktop and Productivity tools
• Windows Infrastructure Technology
• Trouble-shooting PC Hardware and Periphery
• Roche Hardware- and Software Standards is of advantage