Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for healthcare innovation? SupportNinja is looking for a Technical Support Representative II to join our growing team in Quezon City. In this role, you will act as a vital bridge between our healthcare clients and the advanced technology solutions that keep their operations running smoothly.
As a Tier II representative, you won't just be troubleshooting basic issues; you will be investigating complex technical problems, documenting root causes, and providing high-touch support that directly impacts patient care outcomes. We are looking for someone who thrives in a fast-paced, mission-driven environment and excels at translating technical jargon into clear, actionable advice for healthcare professionals.
Join a culture that values autonomy, professional development, and collaborative problem-solving. If you are ready to elevate your career in a dynamic BPO environment that prizes technical excellence and empathy, we want to hear from you.
Tanggung Jawab
- Provide advanced technical support via phone, email, and ticketing systems for healthcare-specific software and hardware.
- Diagnose and resolve complex technical inquiries, escalating to engineering teams only when necessary.
- Maintain detailed documentation of all support interactions within the CRM/ticketing platform for future knowledge base optimization.
- Collaborate with cross-functional teams to identify trends in technical issues and propose long-term solutions.
- Guide healthcare users through installation, configuration, and troubleshooting procedures for specialized medical software.
- Meet or exceed established Key Performance Indicators (KPIs) regarding resolution time, ticket accuracy, and user satisfaction.
- Stay updated on security protocols and HIPAA compliance requirements to ensure data privacy throughout the support process.
Kualifikasi
- At least 2-3 years of experience in a Technical Support or Help Desk role, preferably within the Healthcare or MedTech industry.
- Strong understanding of software troubleshooting, network connectivity, and operating systems.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
- Demonstrated proficiency in ticketing systems (e.g., Zendesk, Jira, or Salesforce Service Cloud).
- Strong analytical and problem-solving skills with a keen eye for detail.
- Ability to work in shifting schedules including nights, weekends, or holidays as required by the client.
- Prior experience with HIPAA or medical compliance standards is highly preferred.