Provides first-line remote technical support to customers by resolving a wide range of issues within a modality, leveraging technical expertise and troubleshooting skills to deliver effective solutions with a focus on customer satisfaction.
Receives, registers, and prioritizes customer service requests across various communication channels, ensuring all critical information is documented in the service management system for efficient problem resolution and follow-up.
Documents all service activities thoroughly, including diagnostic procedures, troubleshooting steps, resolutions, and case statuses, maintaining comprehensive records that support effective case management and future reference.
Identifies and escalates more complex issues that require additional expertise, providing a detailed account of the troubleshooting performed and collaborating with senior engineers or management to facilitate resolution.
Ensures all technical support activities are performed in strict accordance with regulatory guidelines, clearly communicating proposed solutions and actions to customers to ensure transparency and compliance.
Participates in advanced training programs and continuous learning opportunities to deepen technical knowledge and enhance the ability to troubleshoot and resolve more complex issues within the assigned modality.
Works collaboratively with cross-functional teams, sharing technical insights and best practices to improve service delivery processes, contribute to team success, and enhance overall customer satisfaction.
Operates under direct supervision in managing and resolving customer issues, applying technical knowledge and judgment to make informed decisions while seeking guidance for non-routine challenges.
Develops stable working relationships internally, actively exchanging standard information with colleagues, immediate supervisors, project leaders, and other professionals within the team or group to foster collaboration and support collective goals.
Any adhoc dutied as assigned by team lead.
Requirements
Diploma, Bachelor's Degree in Engineering, Medical, Science related field, with 2 years of relevant experience.
Excellent communication and interpersonal skills.
Positive attitude and enthusiasm to learn and ability to work in a team.
