Technical Support Specialist

5 days ago


Thành phố Hồ Chí Minh, Vietnam Lifetrack Medical System Full time

**Core Responsibilities**

The Technical Support Specialist, reporting to the company’s Operations Manager shall perform the following functions:
**1. Support retention and strong promotion or advocacy among existing customers by**:

- Providing timely customer support to drive seamless and high-advocacy customer experience
- Coordinating issue resolution with other teams as needed (Tier 3 / Product/Growth teams).
- Handling coordinator function after the shift coordinator leaves for the day.
- Ensure that all Support SLAs are met.
- Provide customers with follow-up and resolution phone calls to guarantee highest level of customer satisfaction.

**2. Manage the day-to-day functions of the department and ensure that there are enough resources to cover support functions**
- Ensure all support requests are logged, attended to, monitored, and resolved.
- Facilitate monitoring of the system to proactively spot issues.
- Facilitate timely escalation of issues, as needed.
- Contribute to and regularly update the internal Knowledge Base with resolved issues, workarounds, best practices and product’s new features.
- Maintain high-quality documentation on ticket notes, root cause analysis, and resolutions for internal transparency and future reference.
- Ensure seamless shift transitions through clear handovers and timely updates in support logs.

**3. Liaise on both internal and external stakeholders on behalf of the customer department**
- Collaborate with cross-functional teams and come up with solutions to help improve the overall performance of the team and organization.

**4. Support the Growth team in customer acquisition by assisting in the execution of deployment for closed contracts. This may involve the following**
- Assist in any assigned deployment activity - Set up of institution, site, origin accounts on the assigned server, installation of Radgate, user account set up, workflow setup, testing and training in coordination with the Project/ Implementation manager.

**5. Support the company by performing other tasks as assigned by the Supervisor.**
- Experience as a Technical Support Specialist or similar CS role
- Familiarity with healthcare industry and radiology operations is a plus
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Shift flexible and open to weekend, holiday and night shift as well as shift changes based on support needs
- Multi-tasking abilities
- Patience when handling tough cases
- Experience in programming is a plus

Pay: 26,355,000₫ - 39,532,500₫ per month

Application Question(s):

- How much is your expected monthly salary (in USD):

- Are you amenable to working the mid shift or night shift (Philippine time)?
- From 1-10 (10 being the highest), how would you rate your English speaking and writing skills?



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