APAC Customer Support & Digital Solutions Specialist

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 65,000 - 90,000; Full time

Job summary

Roche is seeking a Customer Support Specialist for the APAC Hub to be the first point of contact for customers, ensuring continuous patient testing. You will resolve inquiries, promote digital tools, handle quality issues, and contribute to cross-border projects in an agile, intercultural team.

You will work in a dynamic healthcare technology environment, bringing a strong communication style, 1–2 years in medical tech, and a willingness to rotate shifts including public holidays.

Qualifications

• Bachelor’s or Master’s degree in Biochemistry, Molecular Biology, Life Sciences, Biomedical Engineering, or Information Technology.
• 1–2 years of experience in medical technology, laboratory environments, or healthcare IT support.
• Fluent in English with professional-level proficiency in Chinese dialects, Thai, or Korean.
• Solid understanding of medical analysis systems, connectivity, or IT networks.
• Customer-first mindset with strong communication skills and clear technical explanations.
• Willing to work a 24/7 rotating shift, including public holidays.

Responsibilities

• Serve as the first point of professional contact for customers via phone and digital channels.
• Provide foundational troubleshooting to ensure patient testing remains on track.
• Promote digital support tools and remote assistance to improve laboratory efficiency.
• Identify product quality issues and escalate to uphold patient safety.
• Develop troubleshooting materials and self-fix content for colleagues and customers.
• Collaborate across borders in an agile, intercultural team on local and global projects.
• Use the onsite laboratory to recreate customer scenarios for accurate solution approaches.

Skills

Customer support

Technical troubleshooting

Cross-cultural communication

English fluency

Multilingual support

Education

Biochemistry

Molecular Biology

Life Sciences

Biomedical Engineering

Information Technology

Tools

Medical analysis systems

Connectivity

IT networks

Job description

Roche is seeking a Customer Support Specialist for the APAC Hub to be the first point of contact for customers, ensuring continuous patient testing. You will resolve inquiries, promote digital tools, handle quality issues, and contribute to cross-border projects in an agile, intercultural team.

You will work in a dynamic healthcare technology environment, bringing a strong communication style, 1–2 years in medical tech, and a willingness to rotate shifts including public holidays.