Provide technical support to customers, resolve complex issues, and ensure high customer satisfaction. Install, implement, and train customers on Appsmart Ophthalmology EMR. Strong technical knowledge and analytical skills required.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
Company Description - About us
Brainoble Appsmart Technologies is a software development company that delivers smart, efficient, and powerful solutions to meet any IT objective. Among our products is Appsmart Ophthalmology EMR, a leading technology solution that drives productivity and improves healthcare outcomes in the ophthalmology sector. This is being used by over 900 medical institutions and private practices in Romania and abroad. We are located in Bucharest, Romania.
Role Description - Your role
The mission of the Technical Support Specialist is to respond to customer inquiries, resolve customer issues, and ensure high levels of customer satisfaction. The role requires solid technical knowledge and analytical skills to identify and resolve complex customer situations, as well as the ability to deliver new projects (installation, setup, and training) for new and existing customers, whether onsite or remotely.
This is a full-time remote position.
Key responsibilities - What you'll be doing
- Answering and resolving customer requests received via phone (support center) and tickets opened directly in the application
- Documenting all interactions and resolutions in a clear and traceable manner
- Escalating complex tickets to the appropriate teams and following them through to resolution
- Maintaining a continuous feedback loop with clients on the status of their open tickets
- Ensuring reaching the SLAs with our clients and keeping healthy support KPIs
- Performing installation, implementation, and training for new and existing customers (remote or onsite)
- Contributing to continuous improvement and automations with AI
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Qualifications - What we expect from you
- Strong Customer Support and Technical Support skills (scripting, SQL, Linux, Windows, AWS)
- Excellent interpersonal skills to interact with customers
- Able to achieve and maintain high levels of customer satisfaction
- Strong analytical skills to identify and resolve complex customer issues
- Strong written and verbal communication skills in RO and EN
- Bachelor's degree in Computer Science, Information Technology, or related field preferred
- Experience with issue tracking systems, CRM software, and other customer support tools
- Openness and drive to use and strengthen AI skills
- Experience in healthcare information technology is a plus
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Why You'll Love Working With Us
- Friendly & Supportive Work Environment – Join a team that values collaboration and positivity.
- Fully remote working system – Enjoy the benefits of remote work and spend those commuting hours on what you really enjoy.
- Continuous Learning – Access training sessions and educational resources to grow your skills.
- Meal Vouchers – Because great work deserves great meals!
- Epic Team Bonding & Fun – Regular team outings, parties, and team-building events to keep the spirit high.
- Private Medical Insurance – Because we want our colleagues to feel safe and protected at all times.
- Prescription Glasses Reimbursement – We cover prescription glasses costs so you can stay focused and comfortable.
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