Technical Support Specialist 2 - Near Patient Care

Roche • Indianapolis, IN

2d • Remote

About The Position

The Technical Support Specialist 2 on Roche’s Near Patient Care team serves as the primary support liaison between Roche and healthcare professional customers. The role independently provides phone and online support and manages the resolution of complex technical issues involving Near Patient Care product usage, software, and diagnostic applications for hospital blood glucose products. The specialist also tracks and maintains records in accordance with Roche Quality and FDA requirements.

Beyond technical problem resolution, the role supports the company’s success by developing and promoting loyal business relationships and serving as a technical resource for internal sales and marketing partners. The position is remote and operates within a 24/7 call center. Employees must be flexible to work first, second, or third shifts and/or weekends, including some holidays; schedules are determined quarterly.

Requirements

• Associate’s degree or equivalent military training.
• Ability to understand technical and scientific material.
• Ability to develop working knowledge of complex regulatory requirements and associated risks, and apply them in a quality manner.
• Limited understanding of connectivity and automation of assigned instruments, with the ability to learn IT network structures, communication protocols, and IT interfaces.
• Flexibility to work first, second, or third shifts and/or weekends, including some holidays, according to a quarterly schedule.

Nice To Haves

• Bachelor’s degree preferred.
• Associate’s degree in medical, STEM, or an equivalent field service or CSC experience.

Responsibilities

• Provide independent phone and online support to healthcare professional customers.
• Manage the resolution of complex technical issues involving Near Patient Care products, software, and diagnostic applications for hospital blood glucose products.
• Track and maintain records in accordance with Roche Quality and FDA requirements.
• Develop and promote loyal business relationships through customer interactions.
• Serve as a technical resource for internal sales and marketing partners.
• Follow troubleshooting and documentation procedures.
• Capture pertinent information clearly and concisely for documentation and internal communication.

Benefits

• A discretionary annual bonus may be available based on individual and Company performance.
• The position qualifies for company benefits; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree