Customer Support and Application Specialist

2 weeks ago

Jakarta, Indonesia Lifetrack Medical System Full time

**Core Responsibilities**

The Customer Support and Application Specialist shall perform the following functions:
**1.** **Support retention and strong promotion or advocacy among existing customers**
- Providing timely customer support to drive seamless and high-advocacy customer experience
- Coordinating issue resolution with other teams as needed, e.g., Tier 3 / Development team

**2.** **Support the Growth team in customer acquisition by assisting in pre-contracting activities that ensure solid foundations for full implementation**
- Supporting the client set up of Proof of Concepts (POCs)
- Demonstrating product to potential customers alone or in conjunction with Growth team
- Providing Tier 1 support onsite/online

**3.** **Support Product Development and updates**
- Participating in the review of existing product documentation, providing appropriate feedback
- Performing testing and accomplishing assigned tested cases and providing feedback to the testing team

**4.** **Support company growth through timely execution of deployment for closed contracts**
- Participating in kick-off meetings
- Ensuring timely execution of deployment activities assigned to contribute to the timely deployment of solutions for closed contracts

**5.** **Support the company by performing other tasks as assigned by the Supervisor.**

Professional qualifications and skills:

- Experience as a Customer Support Specialist or similar CS role
- Familiarity with healthcare software industry
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Fluent in both Bahasa Indonesia and English, written and spoken
- Patience when handling tough cases

**Operating Principles**:

- **Purpose-driven**_**. **We are looking for individuals who are aligned with our mission and are motivated by working on healthcare technology that can positively impact millions of lives around the world.
- **Do it right, from the start**_**. **We believe in starting from first principles and putting in the hard work now to avoid more work down the future. Our LifeSysTM platform, built from the ground up, reflects this.
- **Radical transparency**_**. **We want our people to keep growing and improving. Receiving and giving feedback is critical for this. We expect people to be upfront, open and willing to learn from each other.
- **Crush the bottlenecks**_**. **We are always focused on the critical path to achieving results. We expect our members to be relentlessly efficient in clearing the obstacles to this critical path.
- **Going the extra mile**_**. **We like and reward team members who are not only good at their jobs, but will raise their hand and propose projects or solutions that help take Lifetrack forward.

**Job Types**: Full-time, Permanent

Pay: Up to Rp17,000,000 per month

Application Question(s):

- How much is your ANNUAL expected salary?

**Experience**:

- radiology or IT (required)

Willingness to travel:

- 75% (required)

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