Tetsuyu Healthcare (THH) is a Singapore based start-up with a vision to transform delivery paradigms in community care through Affordable Innovations. This includes democratizing quality care through new care models and technology.
Designed to drive new frontiers in productivity and quality, our solutions include
- CARES: a holistic care management platform that automates care workflows, documentation and clinical planning,
- CARES4CAREGIVERS: a companion mobile application that drives productivity for frontliners or quality of care for caregivers at home,
- CARES4WOUNDS: an AI- enabled wound management application that automates and standardizes workflows to assessment, manage and monitor wounds
We are an EN ISO 13485 certified company with a Quality Management System. Our product CARES4WOUNDS is listed on the HSA Medical Device Register and has received CE Mark. THH was awarded the Startup Excellence Award for Asia Pacific by HIMMS in 2017. Our products are also winners of a number of awards at the Eldercare Innovation Award by Ageing Asia in 2020, like the ‘Innovation of the Year – Technology’ and ‘Best Smart Care Technology – Operational Management Solution’.
Tetsuyu Healthcare Holdings is seeking a motivated and customer-centric Software System Customer Support Executive (CSE) to join our team. This role focuses on providing high-quality customer support for our care management solutions, including CARES, CARES4CAREGIVERS, CARES4WOUNDS, and CARES4ME. The ideal candidate will work closely with clients, technical teams, and support resources to ensure efficient and effective resolution of software-related queries.
Key Responsibilities:
Client Support & Issue Resolution:
Respond to customer queries and concerns regarding Tetsuyu’s software solutions through various channels (email, phone, chat).
Utilize the system support chatbot to provide accurate answers to client questions.
Investigate and troubleshoot client-reported issues and escalate to the development team when necessary.
Ensure timely responses and follow-up on customer queries until resolution.
Collaboration with Development Team:
Liaise with the development team to prioritize and resolve issues based on severity and impact.
Communicate detailed information on bug fixes, patches, and software releases to clients.
System Knowledge Database Management:
Perform periodic updates to the system support knowledge base, ensuring that all information is accurate and current.
Collaborate with the development team to ensure that updated manuals, troubleshooting guides, and feature documentation are available for both internal and external use.
Software Releases and Patches:
Notify clients regarding regular and ad-hoc software updates, including new feature releases, patches, and bug fixes.
Ensure proper communication of any known issues and workarounds to clients as part of the release process.
Customer Training:
Provide training to customers on how to use new features or modules introduced in CARES, CARES4CAREGIVERS, CARES4WOUNDS, and CARES4ME.
Update and maintain user manuals, training materials, and documentation as needed.
Requirements:
Diploma or Bachelor’s degree in Information Technology, Computer Science, Healthcare IT, or a related field.
1 to 2 years experience in customer support or help desk role, preferably with software systems. Fresh grads with potential will also be considered.
Understanding of healthcare-related software is an advantage.
Excellent communication skills with the ability to translate technical information into user-friendly language.
Problem-solving mindset with strong analytical skills to investigate and resolve technical issues.
Ability to work collaboratively with cross-functional teams, including developers and product managers.
Proficient with customer support tools, software ticketing systems, and chatbots.
Preferred Skills:
Experience with healthcare management systems or care-related software products.
Prior experience or interest in working with chatbots or AI-driven customer support tools.
Exposure to software development life cycle (SDLC) and bug tracking systems.
Why Join Us?
Be part of a team working to transform care management with cutting-edge technology.
Gain exposure to various facets of healthcare software support and development.
Opportunities for professional growth and development in a fast-paced and dynamic environment.
If you're passionate about customer support and healthcare technology, we'd love to hear from you! Apply now to join Tetsuyu and make a meaningful impact on the lives of caregivers and healthcare providers through innovative software solutions.
Kindly note that only shortlisted candidates will be notified.
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- Company:
Tetsuyu Healthcare Holdings Pte Ltd - Designation:
Customer System Support Executive - Profession:
Customer Service / Communications - Industry:
Computer and IT - Location:
Geylang