Mandarin IT Experience & Support Specialist

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

Job summary

Roche Malaysia is seeking an Employee Experience IT Specialist (Mandarin Speaking) to ensure a seamless experience for users contacting us via multiple channels. You will open and close service requests and incidents, classify, assign, track, and complete requests, driving customer satisfaction through KPIs.

Responsibilities include 1st Level Support for standard software and hardware, incident management across global applications, knowledge management contributions, and guiding end users on

Qualifications

• 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support environment.
• Strong communication skills in English (written and spoken).
• Mandarin Chinese language ability is required to support China, Taiwan, Hong Kong.

Responsibilities

• Provides first-level IT support for standard software and hardware across devices.
• Manages the end-to-end ticket lifecycle: open, classify, assign, track and close.
• Contributes to knowledge management by writing and updating end-user instructions.
• Ensures excellent end-user experience and guides users to self-service capabilities.

Skills

1st Level Support

Hardware & Software Support

Incident Management

Ticket Lifecycle

Knowledge Management

End User Training

Education

Bachelor's degree

Job description

Roche Malaysia is seeking an Employee Experience IT Specialist (Mandarin Speaking) to ensure a seamless experience for users contacting us via multiple channels. You will open and close service requests and incidents, classify, assign, track, and complete requests, driving customer satisfaction through KPIs.

Responsibilities include 1st Level Support for standard software and hardware, incident management across global applications, knowledge management contributions, and guiding end users on