Job Description

The Position Mission What you will be working on * Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients. * Handle Incidents The Position Mission What you will be working on Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients. Handle Incidents & Requests Received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures. Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contribute to Building Knowledge for customer experience organization and customers. Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset. Invest in Self-Learning and development, stay up-to-date with new services, and invest in technical expertise for specific areas according to the business need. Contribute on creating, modifying and removing knowledge articles for customer experience organization and customers. Assist as a coach and/or a mentor for non-Senior Specialists. Contribute to process improvement, innovation and involvement in resolution of complex technical issues. Support on escalations done by our customers. Involvement in projects The ideal candidate Customer oriented mindset, highly accountable, agile, and results oriented. Ability to work in, co-create and contribute to a highly complex and team-oriented global environment. High aptitude for learning and developing skills in his/her areas of specialization. Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment . Taking ownership and driving end to end resolution while keeping the customer updated. Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job. Contribute to the organization's quality goals by knowing and understanding quality metrics and the way she/he can positively impact those. Willingness to share the knowledge with my peers and help them grow in their technical and soft skills expertise. Excellent organizational and communication skills, and the ability to prioritize tasks among many. Requirements: H.S Diploma Excellent troubleshooting and problem solving skills. Advanced knowledge in Operating systems such as Windows, MAC, iOS devices in general. 4 years of experience: At least 3 years working on an IT support environment, Service Desk, Desk-side or technical support and at least 1 year in customer service. Associate's IT Degree is a plus. Fluent in Japanese, preferably JLPT N2 above, and English with excellent written and oral communications skills is required. Able to work on shift from between 7am to 4pm or/up to latest 9am to 6pm for the Japanese IT team, and following Japan holidays. Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia. Roche is an Equal Opportunity Employer.