Application Support Partner — Training & Remote Troubleshooting

Roche; Seberang Perai; On-site; MYR 67,000 - 100,000; Full time

Job summary

Roche Malaysia seeks a Customer Support Partner (Application) to install and troubleshoot software, perform evaluations, and train operators at customer sites. You will work with cross-functional teams to ensure customer satisfaction and timely updates.

In this role you will provide on-site and remote support, document all touchpoints in CRM, and drive continuous improvements. Diploma in health/science and 1 year lab experience are preferred.

Qualifications

• Diploma in health/science/medical discipline or equivalent.
• Minimum 1 year experience/knowledge in clinical lab or related field preferred.
• Willingness to teach/train others is desirable.
• IT experience is an added advantage.
• Ability to work in a matrix/cross-functional environment.

Responsibilities

• Perform application setup, troubleshooting, and evaluation at customer site.
• Conduct operator/applications training for customers and peers.
• Develop, prepare, and update training materials and demonstrations.
• Troubleshoot issues, perform root cause analysis, and liaise with GCS on technical issues.
• Maintain well-documented CRM touchpoints and information updates.
• Meet customer service KPIs and contribute to continuous improvements.
• Coach colleagues with less experience and share guidance.

Skills

Troubleshooting

Multi-tasking

Organized

Customer-oriented

Problem-solving

Prioritisation

Team player

Digital trends

Education

Diploma in Health/Science/Medical disciplines or equivalent

Job description

Roche Malaysia seeks a Customer Support Partner (Application) to install and troubleshoot software, perform evaluations, and train operators at customer sites. You will work with cross-functional teams to ensure customer satisfaction and timely updates.

In this role you will provide on-site and remote support, document all touchpoints in CRM, and drive continuous improvements. Diploma in health/science and 1 year lab experience are preferred.