Job Description
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position The Opportunity Join a highly collaborative team within our global shared services hub, where your dedication directly impacts our operational efficiency. As a Procurement Customer Support Specialist, you will be the first line of professional contact for system users, resolving inquiries, managing platform access, and ensuring a seamless end-to-end procurement experience that supports our broader mission in global healthcare. In this engaging role, you will: Deliver Exceptional Support: Provide first-level operational and system-related support via phone and ticketing tools for global indirect procurement end-users. Manage Ticket Lifecycles: Create, maintain, and track support cases efficiently, striving for first-contact resolution within 24 hours to achieve optimal response targets. Bridge Knowledge Gaps: Act as a vital connector between system users and advanced technical resolver groups, translating complex technical feedback into clear, actionable instructions for the business. Optimize Platform Roles: Manage system access and platform role ownership requests accurately, ensuring security and compliance protocols are met. Build Hub Intelligence: Contribute to the creation and maintenance of standard operating documentation, knowledge base articles, and reference materials to support team performance. Champion Safety and Compliance: Perform daily duties in strict alignment with environmental, health, technical safety guidelines, and corporate compliance standards. Who You Are You are a customer-o
