Customer Support Partner

Position:
Application Specialist

Company:
Roche

Location:
Malaysia, Petaling Jaya

Employment type:
Full time

Work Arrangement:
Not specified

Short Summary:
As the Customer Support Partner (Application), you will be responsible for application setup, troubleshooting support, and conducting operator training to ensure customer satisfaction and efficient support.

Responsibilities:
- Perform and install application setup, troubleshooting support, and evaluation.
- Conduct operator/applications training and workshops for customers and peers.
- Develop, prepare, and update training materials for demonstrations.
- Handle troubleshooting and root cause analysis, liaising with GCS for technical issues.
- Ensure customers are informed of safety/quality issues and technical updates.
- Collaborate with stakeholders to create fruitful partnerships.
- Promote and provide digital service and proactive remote support.
- Document customer interactions in the CRM system.
- Meet customer service KPIs and participate in continuous improvements.
- Act as a coach for less experienced colleagues.
- Identify opportunities to enhance the target audience experience.
- Work autonomously with minimal supervision while maintaining communication with supervisors.

Requirement:
- Minimum Diploma in Health/Science/Medical disciplines or equivalent.
- Preferably at least 1-year experience/knowledge in clinical lab, histopathology lab, or molecular lab.
- Teaching experience is preferred.
- IT experience is an added advantage.
- Marketing and business development experience is beneficial.
- Strong ability to work in a matrix and collaborative environment.
- Excellent team working skills and adaptability to changing environments.

Benefits:
Not specified