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.

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 One-Stop-Shop (1SS) is a centralized entry point for end-user inquiries, combining self-service tools and specialized service teams. It captures, classifies, and logs user problems, providing initial support in their local language. The 1SS offers assistance through phone, chat, and portal, leveraging knowledge articles and technical support consultations. It maintains end-to-end ownership of tickets, ensuring they progress correctly. Service Specialists enhance the knowledge base, report issues, and collaborate with product teams to improve support processes and address technical gaps.

• Serve as the entry point to provide first-level support for end-user inquiries within the ASPIRE program, including SAP S/4HANA (S4), procurement platform (My Buy), Operational Management Platform (OMP), and Customer Web Portal (CWP).
  
• Handle incidents and requests via multiple communication channels and manage the entire ticket lifecycle.
  
• Guide customers towards self-service solutions and contribute to building the knowledge base.
  
• Ensure an excellent customer experience with a combination of soft skills and a customer-centric mindset.
  
• Invest in self-learning and development to stay updated with new services and technical expertise.
  

Key Skills and Expertise

• Graduated Professional with 1 of experience in a call center, service desk, or IT desk support environment.
  
• Advanced English and Spanish
  
• Experience in financial processes such as Accounts Payable, Procurement and Travel & Expenses.
  
• SAP knowledge is desirable.
  

Relocation is not budgeted for this position.

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 San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.