Service Specialist - German Speaking

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. 

That’s what makes us Roche. 

The Opportunity

The Service Specialists in the 1SS also add information to the knowledge base (e.g. known errors, workarounds), identifies issues, reports exceptions and possible enhancements to service support processes and raises to Support Group Manager. They also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it, hence a comprehensive approach on how to best collaboratively support end users.

• Serve as the common entry gate to provide 1st level support for any kind of end-user inquiry within the ASPIRE program such as S4, MyBuy, OMP (Planning Platform), CWP (Customer Web Portal).

• Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures. 

• Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge base for customer experience organization and customers. 

• Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset. 

• Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs.

• Any other task that may be assigned from time to time.

Who you are

• Taking ownership and driving end to end resolution while keeping the customer updated with a customer oriented mindset, high accountability, and proactive and resolution-oriented approach.

• Experience in ERP or related business applications implementation; preferably S4/Hana knowledge

• Is familiar with support procedure and handling of ITSM tools

• Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.

• Involvement in projects and focus groups such as Quality Assurance, Knowledge management, Feedback, and others, as part of their development.

• Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.

• Proficiency in both English and German

In exchange we provide you with

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits & flexibility:  competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice (1 office day/week on average, and we provide fully remote working conditions within Hungary).  We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.

• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.