Service Desk Analyst
Revo Healthcare Sdn Bhd Kajang Full-time
Provide first-level technical support and troubleshooting for medical devices, addressing customer inquiries via phone, email, and in-person.
- Diagnose and resolve hardware, software, and connectivity issues related to medical devices, ensuring minimal disruption to daily health monitoring.
- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the helpdesk system.
- Collaborate with senior technicians and product specialists to escalate complex technical problems and ensure timely resolution.
- Educate customers on the proper use and maintenance of medical devices, offering guidance and support to enhance their experience.
- Assist in the setup, installation, and testing of new medical devices, ensuring they meet quality and performance standards.
- Contribute to the development of knowledge base articles and troubleshooting guides to improve self-service options for customers.
- Adhere to all company policies and procedures, including those related to data privacy and medical device regulations.
- Proactively identify potential issues and suggest improvements to products or service processes.
- Manage customer expectations effectively and communicate technical information clearly and concisely to non-technical users.
- Provide first-level technical support and troubleshooting for medical devices, addressing customer inquiries via phone, email, and in-person.
- Diagnose and resolve hardware and software issues related to medical devices, ensuring minimal disruption to patient care or clinical operations.
- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the helpdesk management system.
- Escalate complex technical problems to senior technicians or relevant departments when necessary, and follow up to ensure timely resolution.
- Educate customers on the proper use and maintenance of medical devices, providing clear and concise instructions and documentation.
- Collaborate with the sales and technical teams to gather feedback on product performance and identify areas for improvement.
- Assist in the setup, installation, and configuration of new medical devices as required by clients.
- Develop and maintain a strong understanding of Revo Healthcare's product portfolio and relevant industry standards.
- Contribute to the creation and updating of technical support documentation, FAQs, and knowledge base articles.
- Build and maintain positive customer relationships through effective communication and proactive problem-solving.
- Any other tasks as needed by the Management.
- * Annual performance bonus
- * Medical insurance
- Dental/Optical/Medical Check Up/Vaccination/Medical for Spouse or Children
- Medical claims
- Employee discounts on products
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