IT Customer Experience Specialist (Japanese Speaking)

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

This job is to provide first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues and assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.

1st Level Support:

• Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software

• Supports Applications:-

  • Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications 

• Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers) 

• Supports Hardware Service Requests

• Provides first-level assistance for requesting hardware locally

• Supports Software & Other Service Requests:-

  • Provides first-level assistance for requesting software locally

  • Advises end users on software packages that best fit their needs (free versions vs premium versions etc.)

• Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.

• Coordinates the End-to-End Ticket Lifecycle

• Manages the lifecycle of tickets:

  • Opens & closes service requests & incidents in the ticketing tool

  • Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable.

• Raises Incidents/Requests

  • Dispatches incidents/service requests to level 2 support

  • Raises incidents/service requests to level 2 support if IT SDO cannot solve the problem

Who you are

• Candidate possess University degree or equivalent experience

• Candidate possess 1-2 years’ experience in IT desk-side support/BPO contact center environment

• Candidate with ITIL Foundation Course will be an added advantages

• Proficiency in English and Japanese is required. Good communication skills are essential, as the role involves supporting our counterparts in the Japan.

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.