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Customer Experience Associate

1 month ago

Malaysia F. Hoffmann-La Roche Gruppe Full time

Customer Experience Analyst role requires providing first-level support for incidents and requests in Windows, Google, and Apple environments, involving software and hardware issues, and knowledge sharing.

As a Customer Experience Analyst, you will be responsible for providing first-level support for incidents and requests in Windows, Google, and Apple environments. This includes resolving software and hardware issues, as well as providing assistance with software package installation and configuration on various types of hardware. You will also be expected to learn and share knowledge in different forms, such as contributing to the Knowledge Database, delivering training, or facilitating forums.

Key responsibilities include:

  • Providing first-level support for software and hardware incidents and service requests via multiple channels
  • Learning and sharing knowledge in different forms
  • Representing End Users' needs and issues, escalating situations as required
  • Keeping End Users informed on the status of their request and guiding them for their best satisfaction and productivity
  • Working at least 20% on the morning or night shift for follow-the-sun model

You will be working with a highly innovative company, utilizing well-advanced technology platforms. You will retain considerable IT knowledge and be invited to actively share this knowledge in different ways.

Requirements:

  • University education, preferably in IT or a related discipline, and fluency in English and Mandarin
  • Fresh graduates or 3-4 years of broad-ranging experience in a call center, help desk, or IT desk-side support environment
  • ITIL v4 Foundation Course certificate or similar
  • Experience with Apple and Microsoft operating systems and devices, Google Suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, and video conferencing systems, as well as at least one ticket tool

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 provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture, and beyond to our Roche colleagues across the APAC region. Today Roche employs around 1100 employees in Malaysia.