Customer Support Specialist (Hybrid)

Join Our Dynamic Medical Solutions Team as Customer Support Specialist!

SMS Global Medical Solutions, Inc. is a healthcare solutions provider that focuses on delivering medical information products and systems to hospitals and clinics for increased efficiency and improved healthcare delivery and patient care. We are dedicated to delivering exceptional customer service and technical support to ensure our clients have the best experience with our products. As part of our ongoing commitment to excellence, we are seeking a skilled Customer Support Specialist to join our dynamic team.

Why You'll Love Working With Us:

1. Competitive salary and benefits package
2. Insurance coverage upon hiring
3. Flextime setup
4. Potential to transition into a permanent role, paid trainings, and personal/professional growth and development opportunities

Duties include, but are not limited to, the following:

• Actively participate in resolving customer issues in a timely manner, ensuring alignment with service level agreements (SLAs).
• Record and track issues in the ticketing system from creation through to resolution and closure.
• Monitor open tickets, escalating unresolved issues to the appropriate teams or vendors, particularly those with high or critical severity levels.
• Collaborate with vendors to ensure quick resolution of critical issues within SLAs.
• Implement preventive measures to reduce recurring customer issues and enhance product reliability.
• Support operational delivery and participate in User Acceptance Testing (UAT) for new product releases and updates.
• Help improve customer support processes and documentation to ensure better service delivery.
• Conduct training for new clients and offer refresher sessions for existing clients on how to use the ticketing system, particularly when there are updates or changes to workflows.

Qualifications:

• Bachelor's Degree in Electronics Engineering, Industrial Engineering, Computer Engineering, Information Technology, or Medical-related Degrees (Nursing, Medical Technology, etc.)
• Fresh graduates are welcome to apply.
• Proficiency in Google Workspace and/or MS Office
• Strong communication and problem-solving skills
• Preferably has ERP background but not required