job description
Join Enshored Inc. as a Technical Support Specialist and play a pivotal role in empowering healthcare professionals with cutting-edge AI-driven medical technology. This is your chance to contribute to a mission that transforms patient care through innovation, while enjoying HMO coverage from day one and free dependent benefits.
In this role, youâll provide expert technical assistance for our advanced Electronic Medical Records (EMR) system, ensuring seamless operations for medical practitioners. Your problem-solving skills and healthcare IT expertise will directly impact the efficiency of clinics and hospitals using our platform.
Based in the vibrant and culturally rich island of Bali, youâll work in a dynamic, collaborative environment with a global team. Whether youâre troubleshooting system issues, guiding users through complex workflows, or contributing to platform improvements, your work will have a tangible effect on healthcare delivery.
If youâre passionate about technology, healthcare, and making a difference, this is the opportunity for you.
Responsibility
- Provide tier-1 and tier-2 technical support for EMR software and AI-powered medical tools via phone, email, and chat.
- Diagnose and resolve system errors, user access issues, and integration problems in a timely manner.
- Collaborate with cross-functional teams to escalate and track complex technical issues until resolution.
- Create and maintain detailed documentation of support cases, solutions, and FAQs for internal and external use.
- Conduct user training sessions and develop guides to improve platform adoption among healthcare staff.
- Monitor system performance and proactively identify potential issues before they impact users.
- Stay updated on healthcare IT trends, EMR best practices, and regulatory compliance (e.g., HIPAA).
- Gather user feedback to contribute to product enhancements and feature requests.
Qualifications
- 2+ years of experience in technical support, preferably in healthcare IT or EMR systems.
- Proficiency in troubleshooting software, databases, and API integrations.
- Strong understanding of Electronic Medical Records (EMR/EHR) platforms and medical workflows.
- Excellent communication skills in English (written and verbal) with a customer-centric approach.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Familiarity with ITIL, helpdesk tools (e.g., Zendesk, Freshdesk), and remote support software.
- Basic knowledge of SQL, HL7/FHIR standards, or healthcare data security is a plus.
- Willingness to work in shifts to support global healthcare clients.