Teva Pharmaceuticals, a leading global manufacturer of generic medicines, is currently seeking a Technical Support Representative in Bangalore, India. The role offers an opportunity to be part of a mission-driven team working to make healthcare more accessible to millions of people worldwide. With a presence in nearly 60 countries, Teva is committed to providing essential medicines and improving global health.
Key Responsibilities
As a Technical Support Representative, you will:
- Problem Determination and Troubleshooting: Perform initial problem determination (Level 1) for hardware, software, and service-related issues. You will be responsible for providing in-scope technical advice, troubleshooting user queries, and offering potential solutions within established KPIs and metrics.
- Service Desk Support: Act as the advocate of the service desk while interacting with other support or resolver groups. Handle requests for password resets, service entitlement failures, and update VRU status messages during service outages.
- Ticket Management: Accurately log all interactions, assign tickets to relevant support groups when necessary, and contribute to performance improvement metrics.
- Inventory and Reporting: Assist in updating the inventory of software licenses, hardware, and contribute to the preparation of reports.
- Team Collaboration: Work closely with other support groups and ensure a seamless flow of information for issue resolution.
- In-Office Work: This role requires working from the office, with no work-from-home option.
Required Experience and Qualifications
- Experience: 0-1 year of experience as a technical service desk agent or in a similar technical support role.
- Skills: Excellent logical reasoning, troubleshooting, and problem-solving skills. Strong communication skills, both verbal and written.
- Technical Knowledge: Familiarity with remote takeover tools and an understanding of technical support procedures.
