Job Description

Job Position We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist roles and responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. We want you to join us on the journey of changing the way healthcare is currently being delivered.

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.

Skills we are looking for include:

• Bachelor Degree or equivalent from any education background
• Prior experience in customer service or customer-facing roles
• Passionate about Healthcare and technology
• Familiarity with our industry is a plus
• Multi-tasking abilities
• Creative thinker - the ability to identify problems and find solutions
• Patience, empathy and obsession for delivering exceptional customer experience
• Excellent communication skills in both English written and verbal
• Meticulous with high attention to detail
• Ability to build strong relationships - with customers, colleagues and partners
• Extremely proactive and energetic
• Self-driven and self-motivated
• Able to work independently and thrive in a less structured environment

Job scope include (but not limited to):

• Responding to queries via all communication channels in a timely manner
• Coordinating with the internal team, our sister companies and third-party service providers to fulfil user requests in a timely manner
• Monitor customer complains on social media and reach out to provide assistance
• Documenting queries from users according to standard operating workflow in an organised manner for easy follow-up by other team members
• Developing and implementing strategies to improve user experience and make internal process flow more efficient
• Follow up with customer to ensure their technical issues are resolved
• Tactically prioritizing queries based on urgency and severity of issue, customer type and implications to patient care
• Travelling on-site to support customer if required
• Making sure user experience is aligned with brand strategy and communication
• Any other responsibilities required to deliver exceptional customer experience and manage business operations
• Assist in training junior Customer Support Specialist or Interns

About BioMark BioMark has been awarded the Best Health Tech Startup in ASEAN region in 2018 by the ASEAN Rice Bowl Startup Awards.

We believe that disease prevention is better than cure, so our mission is to get everyone biomarking - a global preventative healthcare movement where each individual is empowered to take charge of their health.

Our BioMark platform allows users to make sense of their health by keeping all their lab reports in one place by digitizing them into charts. Our platform also provides users with personalised descriptions for each biomarker, encouraging them to track their biomarkers and be in control of their health.

Want to know more about us? Feel free to view our website www.biomarking.com and like our Facebook page at www.facebook.com/biomarking!

Benefits for working with BioMark

• Dynamic and positive work culture that encourages initiative and new ideas
• Combination of remote work and in-office
• Job satisfaction - be proud to be part of the movement where we are transforming the way healthcare is delivered