Technology Support Specialist

**Job Description**:
Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

The Technology Support Centre is part of the new Global Support group that has been built to support our Identification and animal monitoring technology solutions. The Global Technology Support Centre will be our new central point of contact for our local Aftersales teams regarding all technology related issues of our portfolio. The Technology Support Centre will be used by the local teams when a higher level of technology knowledge and expertise is required to solve issues.

The Technology Support Centre will have specialists that cover 3 time zones and will work in a “follow the sun” support model.

The department will have the ability to triage complex issues to the support groups Senior Specialist teams of Software and Connected Devices.

This team of Support Specialists will report directly to the Technology Customer Support lead and will ensure the local team receive the highest standards of technology support via our knowledge and different technology tools.

A key success factor in maintaining high levels of the department’s standards will be the use of our proactive tools, Service processes and methodology, high levels of knowledge and team spirit.

**Key Responsibilities & Deliverables**

As part of the role, you can be expected to carry out the following duties and responsibilities, however, other duties may be required from time to time.
- Serving as the first point of contact for customers/tiered aftersales seeking technical assistance;
- Performing fixes directly to the customers;
- Responsibility for researching and resolving issues to ensure customer retention and satisfaction;
- Coordinating and liaising with other departments to ensure problem resolution and working together with other support centre team members to promote an environment of customer satisfaction;
- Assisting local team members by performing remote troubleshooting through different diagnostic techniques;
- Determining the best solution based on experience of the issue and details provided by local teams;
- Triaging complex issues when required to the Software & Connected Devices teams;
- Maintaining the Swarming KPI Bi weekly key country ticket follow up sessions.

**Experience and Requirements**

To perform the job successfully, an individual should demonstrate the following competencies:

- Previous experience in a support technology organization;
- Advanced English communication skills;
- Ability to work in a team environment.
- Ability to give and receive honest and direct feedback.
- Strong customer empathy with desire and willingness to help.
- Strong business verbal and written communication skills.
- Ability to work in the intensity of a high-volume support centre and capable of upholding the highest quality standards for individual output.
- Knowledge of Microsoft processes and networks essential.
- Ability to work autonomously in a virtual environment.
- Ability to meet KPI productivity standards on an ongoing basis.
- ** This role is remote**, but 10% travel can be expected eventually.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

**Who we are**
We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**What we look for**
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

**We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employe