Service Center Specialist

Your Job

At Koch’s Employee Service Center, we empower business success by delivering innovative IT and HR support. As Service Center Specialist based in Shanghai at Koch’s Employee Service Center, you’ll deliver frontline IT, HR and Expense support that enables business success across the Asia Pacific region, ensuring timely, accurate resolution and an exceptional employee experience for 20,000+ Koch colleagues. This role offers hands-on learning, mentorship, cross-functional exposure, and meaningful responsibility that builds a foundation for a career in IT service management, HR technology, or customer support.

Our Team

• Join a curious, collaborative team focused on problem-solving and continuous improvement.
• We value experimentation, mentorship, and cross-functional partnership to transform the employee support journey and deliver consistent, high-quality service across APAC and the globe.
• You’ll work alongside IT, HR, Expense, and business partners and receive structured onboarding and ongoing development.

What You Will Do

• Provide timely, empathetic first-level support via chat, phone, email, and case management for IT, HR, and Concur/expense inquiries.
• Troubleshoot common technical issues (account access, device basics, applications), guide users through steps, and apply knowledge-base articles.
• Accurately log, triage, prioritize, and track incoming cases; escalate and follow through on complex issues to closure.
• Collaborate with business partners to research and resolve technical cases, contributing to team knowledge and results.
• Maintain and improve knowledge base articles, SOPs for IT, HR, and Concur topics.
• Manage Concur/expense tickets: support expense submission, receipt uploads, and coordinate escalations with Finance/Travel teams when needed.
• Demonstrate strict adherence to data protection, confidentiality, and company policies.
• Identify opportunities to improve HR and IT systems and processes, proactively recommending enhancements to increase efficiency and elevate the user experience. Participate in initiatives and projects to drive continuous improvement.

Who You Are (Basic Qualifications)

• Completed university degree or equivalent.
• Proficient in written and spoken Japanese. Basic written and spoken English skills.
• Comfortable communicating with employees and stakeholders at all levels; strong collaborator and team player.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Customer-first mindset, high accountability, integrity, and respect for confidentiality.

What Will Put You Ahead

• Strong written communication and documentation skills; familiar with ticketing systems (ServiceNow, Zendesk, or similar) preferred.
• Demonstrated initiative in process improvement (Lean, Kaizen, or similar) or prior participation in cross-functional improvement projects.
• Certifications or coursework in IT service management, HR operations, or customer support (e.g., ITIL foundation) are advantageous.

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.