YourJob

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.

WhatYouWillDoinYour Role

· 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.

WhoYouAre(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.

WhatWillPutYou Ahead

· Strongwritten 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.

WhoWe Are

Kochcreates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and manymore.Headquarters in Wichita, Kansas, Koch employs 120,000+ employees across the globe.

At Koch, employees are empowered to do what they do best to make life better. Learn how our businessphilosophy 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.