Job Description

As a vital part of the Global End User Support team, you will enhance Operations Support with responsibilities including:

Daily Operations Support: Ensure seamless operations and timely assistance.

Reporting Enhancement: Collaborate with the Service Delivery Partner to improve ServiceNow reporting.

Service Escalation Management: Track service escalations to resolution and identify improvement opportunities.

Data Analysis: Analyze metrics to reveal trends and enhance global support tiers.

Cross-Collaboration: Work with IT product and service owners to enrich self-service options and reduce frontline support calls.

Qualifications:

One year of relevant experience with a customer-focused approach.

Strong interpersonal skills and ability to work independently.

Proven capability in cross-functional collaboration.

Excellent English communication skills.

Proactive, organized, and results-oriented mindset.

Preferred Experience:

Background in customer support or contact center roles.

Experience working with diverse teams globally.

What we offer: 

Exciting work in a great team, global projects, international environment 

Opportunity to learn and grow professionally within the company globally 

Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases) 

Pension and health insurance contributions 

Internal reward system plus referral program 

5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution 

Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card 

Vodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programs 

Up-to-date laptop and iPhone 

Parking in the garage, showers, refreshments, massage chairs, library, music corner 

Competitive salary, incentive pay, and many more 

Ready to take up the challenge? Apply now! 
Know anybody who might be interested? Refer this job!

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R323920