Customer Support Specialist

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Adhere to established Customer Support protocols.

• Engage with customers in a professional and enthusiastic manner through both verbal and written communication.

• Respond to support calls promptly, document interactions effectively, and transfer calls with a sense of urgency.

• Ensure accurate documentation of client interactions.

• Manage caseloads, troubleshoot assigned queues, and identify cases that need escalation.

• Resolve open tickets and communicate solutions to confirm client satisfaction.

• Utilize internal support applications to liaise with internal teams and customers.

• Assist the field implementation team in finalizing installations.

• Organize and manage the shipment of parts and supplies to customers.

• Handle inbound calls from doctors, nurses, pharmacies, and other healthcare entities.

• Gather necessary information, strive to resolve incidents, or escalate as needed.

• Assign pending callbacks to the appropriate tiers of Customer Support Specialists.

• Record client names, concerns or complaints, facilities, and phone numbers prior to escalation.

⛳️ Requirements

• 1–5 years of experience in technical or customer support.

• Bachelor's degree is preferred.

• Knowledge of SQL Server databases (SQL 2008/2012).

• Exposure to SSIS (SQL Job).

• Experience with SQL Reporting Services.

• Familiarity with operating systems.

• Knowledge of Windows Services.

• Understanding of IIS and web applications.

• Experience with running performance counters.

• Basic comprehension of Group Policies.

• Familiarity with security permissions.

• Understanding of networking topology.

• Knowledge of DNS and DHCP.

• Experience with LAN/WAN.

• Familiarity with Telnet.

• Understanding of networking/OS ports.

• Knowledge of XML language.

• Ability to review application and OS logs.

• Experience or exposure to Active Directory.

• Experience or exposure to VMware (1+ years).

• Exceptional written and verbal communication skills.

• Strong time management and multitasking abilities.

• Commitment to quality, customer service, and patient safety.

• Ability to relay complex technical systems to non-technical audiences.

• Capability to work effectively within a team environment.

• Professional demeanor when managing complex user issues and high-pressure situations.

• Outstanding customer service skills.

• Exceptional attention to detail.

• Excellent organizational skills.

• Ability to thrive in a fast-paced environment.

• Skills to listen, empathize, and reassure clients.

• Ability to independently research and troubleshoot technical hardware and software issues.

• Ability to work in a remote, home-office setting.

• Experience using a computer in a professional environment.

• Strong work ethic and initiative.

🏝️ Benefits

• Opportunities for accelerated growth.

• Learning, growth, and development opportunities.

• Equal Opportunity Employer.