Customer Experience Associate

3 days ago

Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche Gruppe Full time

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Customer Experience Associate (Mandarin Speaker)

Location: Petaling Jaya, Selangor, Malaysia
Category: Information Technology
Job Id: 202501-102351

Roche fosters diversity, equity and inclusion, representing the communities we serve. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

As a Customer Experience Analyst, you are responsible for providing first level support for incidents and requests for End Users on Windows, Google, and Apple environments using a variety of Software and Business Applications. The range of support includes issues and assistance in Software package installation and configuration on a variety of hardware (e.g., laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) up to application business support.

The Opportunity
  1. Providing first level support for software and hardware incidents and service requests for Apple, Windows, and Google environments via multiple channels (e.g., by telephone, email, chat, self-service portal, ticketing application, etc.)
  2. Learning and sharing knowledge in different forms, from contributing articles in the Knowledge Database to delivering trainings or facilitating forums
  3. Representing the End Users' needs and issues, escalating situations as required
  4. Keeping them informed on the status of their request and guiding for their best satisfaction and productivity
  5. Working at least 20% on the morning or night shift for follow the sun model
Who You Are

You have:

  1. University education, preferably in IT or a related discipline, and you are fluent in English and Mandarin.
  2. Fresh graduates or 3-4 years of broad-ranging experience in a call center, help desk, or IT desk side support environment.
  3. Preferably, you have an ITIL v4 Foundation Course certificate or similar.
  4. Experience with Apple and Microsoft operating systems and devices, Google suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, and video conferencing systems, and at least one ticket tool (e.g., HP Service Manager, ServiceNow).

Roche is an equal opportunity employer. Malaysia

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 around 1100 employees in Malaysia.

Sub Category: IT Infrastructure and End-User Services

Job Type: Full time

Job Level: Individual Contributor

Posted Date: 02-26-2025

Job Type: Regular / Permanent

If there is a posting end date listed above, the job will close at 11:59pm on the previous day, using the time zone of the location of the job.

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