Application Support Partner: Customer Success & Training

Roche Services & Solutions Operations APAC; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

Roche Services & Solutions Operations APAC in Malaysia is seeking a Customer Support Partner (Application) to perform application setup, troubleshooting, and operator training for customers and internal teams. You will ensure full functionality, manage safety/quality updates, and collaborate with stakeholders across the organization.

You will develop training materials, handle root cause analysis, and promote digital remote support through Remote CareGiver, documenting all touchpoints in CRM and

Qualifications

• Minimum Diploma in Health/Science/Medical disciplines or equivalent from a reputable University
• Preferably, at least 1-year experience/knowledge in clinical lab, histopathology lab or molecular lab
• Preferable with teaching experience
• IT experience will be an added advantage
• Marketing and business development experience will be beneficial
• Strong ability to work in a matrix and collaborative environment
• Excellent team working skills required
• Adaptable to changing environments

Responsibilities

• Maintain and perform necessary support at customer site, such as troubleshooting, setup, install, and perform evaluation at customer's facility to ensure full functionality according to specification in a timely manner
• Conducts operator / applications training and workshops for customers and peers
• Develops, prepares and updates required training materials for training and demonstrations
• Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required
• Responsible for ensuring that customer is informed of safety/ quality issues and technical updates via Customer Notification timely
• Collaborate closely with stakeholders to understand needs and identify shared purpose to create fruitful partnerships
• Cooperate with cross-functional support team to help customers solve problems effectively
• Represent Roche in engagement opportunities, collect and compile insights, positions and feedback to inform access and policies strategies
• Regularly check intranet/emails and all channels to keep up-to-date service information
• Promote and provide digital service, proactive and remote support through Remote CareGiver
• Document all customer touchpoints in CRM in a timely manner
• Meet customer service KPI and participate in continuous improvements
• Take ownership of improving customer service experience and growth
• May act as a coach for colleagues with less experience
• Identify opportunities to improve audience experience; work autonomously with minimal supervision

Skills

Troubleshooting

Multi-tasking

Organized

Customer-oriented

Problem-solving

Team player

Detail oriented

Digital services awareness

Education

Diploma in Health/Science/Medical

Tools

CRM system

Remote CareGiver

Job description

Roche Services & Solutions Operations APAC in Malaysia is seeking a Customer Support Partner (Application) to perform application setup, troubleshooting, and operator training for customers and internal teams. You will ensure full functionality, manage safety/quality updates, and collaborate with stakeholders across the organization.

You will develop training materials, handle root cause analysis, and promote digital remote support through Remote CareGiver, documenting all touchpoints in CRM and