Senior Technical Support

2 weeks ago

Singapore Biofourmis Full time

The Senior Tech Support assists in managing and maintaining the performance and stability of all products deployed in clinical trials and commercial rollouts. The Senior Tech Support will also work alongside our sales, operations, software development and products team to serve our client partners in other aspects including but not limited to, inventory management, patient compliance monitoring, product testing & project planning.

**Responsibilities**
- Assist in the fostering and managing of strong, strategic, and long-term client relationships
- Assist in the project pre-roll out tech support related planning and progress tracking to ensure the timelines, effectiveness, and overall success of project implementations
- Assist in the coordination between teams at Biofourmis and the client partner to collaborate on and execute technical integrations and ongoing support
- Give product presentations and trainings to clients, and travel to client sites as needed
- Communicate ongoing outcomes reports to client on a regular basis, and use data to tell meaningful and actionable stories to our client partner.
- Communicate with software development team for troubleshoot, escalate, and respond to request effectively from internal teams and client partners
- Assist in generating monthly Tech Support Report for team KPI tracking
- Support the team in preparation of user-facing training material creation (e.g. troubleshooting guides, quickstart guides etc.)
- Assist in create/validate software test script and provide UAT guidance
- Any ad-hoc task assign by superior
- Assist in preparation of CRM (Clinical Research Material) Notification for clinical trial purposes
- Preparation and management of project documentation (physical and electronic copies)
- Testing of mobile apps & platform prior to client deployments
- Part of technical helpdesk to support customer requests and break fixes
- Assist in the tracking & managing of deployment of devices & equipment for projects

**Experience / Training**:

- 3 - 5 years of relevant professional experience preferred
- Experience will determine the role being offered.
- Experience in clinical trials, and commercial projects
- Have aptitude for using data to drive decisions
- Experienced in communicating to clients, partners, and other external stakeholders
- Knowledge on chronic disease prevention, Singapore health care system, digital health & medical wearable devices
- Technical experience and able to identify bugs & read error code in backend javascript (e.g. able to read & understand Python code) will be an advantage but not required

**Education**:

- Degree in Biomedical Engineering, Life Science, Computer Science, Software Engineering preferred

**Skills**:

- Excellent written and verbal communication skills, Software Quality Assurance Experience, Problem solving skill, Risk Management skill

**Salary**: $3,500.00 - $4,000.00 per month

**Benefits**:

- Health insurance
- Professional development
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary
- Performance bonus

COVID-19 considerations:
Continue observing good personal hygiene

**Education**:

- Bachelor's or equivalent (preferred)

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