job description
Join Med-Metrix International as a Technical Support Analyst and become a trusted advisor to our global healthcare clients. In this dynamic role, you will deliver expert consultative support, addressing a wide range of technical and non-technical inquiries to ensure seamless operations and customer satisfaction. Based in the vibrant hub of Bali, Indonesia, you’ll collaborate with a diverse team to resolve complex issues, optimize system performance, and contribute to the continuous improvement of our healthcare solutions.
This is a unique opportunity to blend your technical expertise with exceptional customer service skills in a fast-paced, innovative environment. If you thrive in problem-solving, enjoy engaging with clients, and are passionate about healthcare technology, we’d love to hear from you.
Responsibility
- Provide first-level and advanced technical support to healthcare clients via phone, email, and chat, ensuring timely and accurate resolutions.
- Diagnose and troubleshoot software, hardware, and system-related issues in healthcare applications, offering step-by-step guidance.
- Document and track all customer interactions, solutions, and follow-ups in our CRM and ticketing systems for continuous improvement.
- Collaborate with cross-functional teams (e.g., development, QA) to escalate and resolve complex technical issues.
- Develop and maintain FAQs, knowledge base articles, and training materials to empower clients and reduce repeat inquiries.
- Conduct product demonstrations and training sessions for clients to enhance their understanding of our healthcare solutions.
- Monitor system performance and proactively identify potential issues to prevent downtime or disruptions.
- Stay updated on industry trends, product updates, and best practices in healthcare IT support.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Healthcare Informatics, or a related field.
- Minimum 2+ years of experience in technical support, customer service, or a similar role, preferably in the healthcare or medical industry.
- Strong knowledge of troubleshooting methodologies for software, databases, and network systems.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in CRM tools (e.g., Salesforce, Zendesk) and ticketing systems.
- Familiarity with healthcare IT standards (e.g., HIPAA, HL7) is a plus.
- Ability to work independently and collaboratively in a remote or hybrid setting.
- Fluency in English (written and verbal) is required; additional languages are a bonus.