Healthcare App Support & Training Specialist

Roche; George Town; Sur place; MYR 50 000 - 84 000; Plein temps

Résumé du poste

Roche Malaysia invites applications for a Customer Support Partner (Application). You will install application setups, troubleshoot, and evaluate at customer sites, while training operators and ensuring high customer satisfaction.

You will collaborate with stakeholders, update training materials, and provide proactive digital and remote support through Remote CareGiver. Roche values diverse voices and strong partnering capabilities to deliver better health outcomes.

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.
• IT experience will be an added advantage.

Responsabilités

• 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
• Collaborate closely with stakeholders to create fruitful partnerships
• Cooperate with cross-functional support team to help customers solve problems
• Represent Roche in engagement opportunities, collect and compile insights to inform access and policies strategies
• Regularly check intranet/emails for up-to-date service information
• Actively 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 and provide guidance
• Proactively identify opportunities to improve target audience experience; work autonomously with minimal supervision

Connaissances

Troubleshooting

Multi-tasking

Organized

Customer-oriented

Prioritization

Collaboration

Detail-oriented

Digital services

Formation

Diploma in Health/Science/Medical disciplines

Outils

CRM systems

Description du poste

Roche Malaysia invites applications for a Customer Support Partner (Application). You will install application setups, troubleshoot, and evaluate at customer sites, while training operators and ensuring high customer satisfaction.

You will collaborate with stakeholders, update training materials, and provide proactive digital and remote support through Remote CareGiver. Roche values diverse voices and strong partnering capabilities to deliver better health outcomes.