Customer Support Specialist

Job Description Summary

This position requires 1-5 years technical/customer support experience with the opportunity for accelerated growth. As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support. Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident or escalate if necessary. You will delegate pending callbacks to the appropriate Customer Support Specialist tiers. Documentation of the client's name, concerns/complaints, facility and phone number is paramount before escalating tickets.

Job Description

This position requires 1-5 years technical/customer support experience with the opportunity for accelerated growth. As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support. Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident or escalate if necessary. You will delegate pending callbacks to the appropriate Customer Support Specialist tiers. Documentation of the client's name, concerns/complaints, facility and phone number is paramount before escalating tickets.

Essential/critical functions:

• Follow necessary Customer Support protocols

• Interact with customers in a professional and enthusiastic manner via verbal and written communication

• Promptly answer support calls, document and transfer with a high level of urgency

• Accurately document client interaction in a professional manner

• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude

• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment

• Resolve open tickets and communicate resolution to the client to confirm satisfaction

• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers

• Support the field implementation team to successfully complete installations

• Coordinate and execute the shipment of parts and supplies to customers

Skills and Attributes:

Technical:

• Databases SQL Server (SQL 2008/2012)

• SSIS (SQL Job) exposure/experience

• SQL Reporting Services

• OS knowledge

• Windows Services

• IIS and Web Applications

• Running Performance Counters

• Basic Understanding of Group Policies

• Security Permissions

• Networking topology

• DNS

• DHCP

• LAN/WAN

• Telnet

• Ports (Networking/OS)

• Understanding of XML language

• Ability to review application and OS logs

• Active Directory experience or exposure

• VMware experience or exposure (1+ years)

Soft Skills

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

• Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety

• Ability to understand and communicate complex technical systems to a non-technical audience Works well in a team environment

• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Other skills:

• Excellent customer service skills (written and verbal) a must

• Exceptional attention to detail

• Excellent organizational skills

• Ability to work in a fast-paced environment

• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations

• Ability to effectively listen, empathize and reassure clients their issues will be resolved

• Ability to independently research, troubleshoot, and probe technical hardware and software issues

• Ability to work in a team environment

• Ability to work in a remote, home office-based environment

• Experience using a computer in a work setting

• Strong work ethic and initiative

Education/Licenses/Certifications Required:

o Bachelor's degree preferred

Employee Classification:

• Full-Time

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY2 Night 10p-7a Tue-Sat (Malaysia)