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Healthcare Informatics Product Service Expert

2 weeks ago

Klang, Selangor, Malaysia Philips International Full time

At Philips International, we're committed to creating meaningful innovations that improve people's health and wellbeing through advanced technology. As a Technical Support Specialist – Healthcare Informatics, you'll play a crucial role in delivering excellent service support expertise to customers, ensuring high customer satisfaction.

About the Job

This is an exciting opportunity to join our team as a Technical Support Specialist – Healthcare Informatics. In this role, you'll be responsible for providing service support expertise to customers, managing effective communication with internal and external cross-functional teams, and utilizing service tools for logging, triage, and classification of cases.

Key Responsibilities
  • Manage and maintain effective communication with customers in relation to logged service requests.
  • Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions.
  • Monitor cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
  • Negotiate and prioritize case load with the Service Delivery Manager and/or the support team members.
  • Work on root cause analysis of incidents when needed and liaise with Problem management team or Subject Matter Expert for further analysis.
  • Undertake analysis of cases to identify recurring incidents and liaise with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.

We're looking for a proactive, self-starter with the ability to assess complicated scenarios, determine action required, and engage appropriately to resolution. If you have a customer-first attitude, a bachelor's degree or diploma in Information Technology or Computer Science, and 1-3 years experience in IT Implementation, Networking, Infrastructure Support, and/or Technical Support, we'd love to hear from you