Job Description

The Position

The Service Specialists in the 1SS also add information to the knowledge base (e.g. known errors, workarounds), identifies issues, reports exceptions and possiible enhancements to service support processes and raises to Support Group Manager. They also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it, hence a comprehensive approach on how to best collaboratively support end users.

What you will be working on :

Serve as the common entry gate to provide 1st level support for any kind of end-user inquiry within the ASPIRE program such as S4, MyBuy, OMP (Planning Platform), CWP (Customer Web Portal).

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, contributes to Building Knowledge base 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 needs.

Any other task that may be assigned from time to time.

Key Skills and Expertise :

Experience in ERP or related business applications implementation; preferably S4/Hana knowledge

Solid knowledge about business value streams

Solid knowledge about application functionality, expected application behavior as well as known issues or workarounds

Very familiar with knowledge search and internet research

Is familiar with support procedure and handling of ITSM tools

Trainer skills, methodology skills to perform trainings for end-users in specific area (refresh and new)

Speaks local language and English

Speak the professional language of the end user

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 attitude 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 .

Develop organizational and communication skills, and the ability to prioritize tasks among many.

Involvement in projects and focus groups such as QA, KM, Feedback, and others, as part of their development.

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.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their reporting manager.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds 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.

Roche