Technical Support Representative

Technical Support Representative

Together, we're on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It's a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world's leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization's Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we're always looking for new ways to continue making a difference, and new people to make a difference with.

This section is where we attract the attention of potential candidates and sell the role. How has the role come about? What makes it appealing? What are the key responsibilities? How is the role better with Teva than with another company? Wherever possible, we should bring through the essence of our EVP pillars, i.e., we care, we're in it together, and we make work fulfilling.

Perform initial problem determination (level 1) in support of scope of services with related hardware, software and services support.

Provide in-scope technical advice and guidance, trouble shoot end users queries / issues and advise potential resolutions within specified KPIs and metrics.

Handle service entitlement failures associated with requests for in-scope services.

Assign records to other support groups, as and when required.

Act as service desk's advocate when dealing with other support / resolver groups.

Initiate the service outage procedure, update VRU status messages with outage information, as required.

Process requests for password resets and manage the requests to satisfactory completion.

Accurately log all interactions via established business processes and tools.

Understand and contribute to the improvement of various performance metrics.

Update inventory for software licenses, hardware and reporting.

1 -2 years' experience as a technical service desk agent

Excellent logical reasoning, troubleshooting and problem determination skills

Strong communication (verbal and written) skills

Knowledge and experience with Remote takeover tools.

Work in office is required (No work from home option)

First Line Manager