Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. 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

The One-Stop-Shop is the concept of providing a common entry gate for any kind of end-user inquiry. It is based on joining the capabilities of rich self-service components and the Service Specialist teams. It serves as the first point of contact for the consumer. Capturing the entirety of the problem the end-user is experiencing, responsible for crafting, capturing and classifying service calls, logging the information and providing an initial support and flawless communication in the local language of the end-user.

The One-Stop-Shop is generally providing end-user support based on knowledge articles and professional experience with similar inquiries via phone, chat and portal by troubleshooting, checking KM, checking internet, and consulting Technical Support Specialists or assigning tickets to responsible agile product teams where needed and to close the ticket after the inquiry is satisfied. The 1SS tracks and ensures that the ticket is progressing as encouraged (E2E ownership).

The Service Specialists in the 1SS also add information to the knowledge base (e.g. known errors, workarounds), identify issues, report exceptions and possible enhancements to service support processes and raise to the Support Group Manager. They also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting/provide 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 a Knowledge base for customer experience organization and customers;

• Ensure that excellent customer experience is achieved through the combination of soft skills and customer-centric approach;

• 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 of business value streams;

• Solid knowledge about application functionality, encouraged application behavior as well as known issues or workarounds;

• Very familiar with knowledge search and internet research, support procedure and handling of ITSM tools;

• Trainer skills, and methodology skills to perform training for end-users in specific areas (refresh and new);

• Speaks local language and English, speaks 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 sophisticated 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.

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.

Job Requirements