Customer Support Specialist

**We believe there is a better way to deliver healthcare in Asia**

Together, our passionate and multicultural team aims to transform the regional digital healthcare space to an integrated, seamless and efficient healthcare ecosystem. Backed by prominent venture capitalists in the region we hope to achieve our simple vision. We want to build Asia’s Google Maps for Healthcare Data.

We want to reshape the digital healthcare space by improving facilitation of data flow between the healthcare sector and biomedical sector, and also shifting the patient journey paradigm from a provider-centric model to a more patient-centered system of delivery.

**Already in seven markets in Asia and expanding rapidly**

Our solutions are trusted by healthcare providers and payers in Singapore, China, Indonesia, Taiwan, Thailand, Malaysia and Cambodia.

Based on our success in these five countries, we are confident that our solution will be relevant and in demand in other countries within the region as well.

We are currently finalising expansion plans into Vietnam and Brunei.

**Our Product Suite**

Our healthcare solutions are trusted by more than 650 healthcare providers in Singapore, China, Indonesia and Thailand, most of them using our platform to manage and run their clinics and health centres. We have also digitised more than 1,20,000 million unique patient records and are the first vertically integrated medical record company in Asia, offering end-to-end medical record solutions for doctors. From electronic record archival to case note annotation, to a state-of-the-art multi branch Clinic Management Solution, Vault Dragon offers it all.

**Join us as we create Asia’s Google maps for healthcare data and are looking for a Customer Success Specialist
**What we offer you**

Apart from a challenging and fast paced start-up environment that fuels and accelerates your ambitions as you help Vault Dragon move to the next level, you will also be well rewarded with a decent compensation package as well as a stake in our growth.

**Who are you to be suitable?**

You are passionate about Customer Service. You will be a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Your responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Responsibilities**:

- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal tracking system and task management system with information about technical issues and useful discussions with customers
- Monitor customer complaints reach out to provide assistance
- Share feature requests and effective workarounds with team members and necessary stakeholder
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Be a “voice” for customers within internal Product workshops

**Qualifications**
- BSc in Information Technology or relevant diploma

**Requirements**:

- 2/ 3 year's experience as a Customer Support Specialist or similar CS role
- Fluent in written and spoken Mandarin
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Familiarity with the health care industry is a plus

**Plus Points**
- Familiar with SCRUM based agile methodology

**Perks, Benefits and Info**
- Flexible hours
- Remote Working
- Medical Benefits allowance
- Laptop allowance
- Public Holidays as per the Singapore laws