Job Responsibilities

• Leading the Customer Services Team and the Service Support Team in delivering excellent customer experience, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
• Evaluate and streamline operational support procedures, optimizing and automating service delivery processes;
• Provide effective resolutions to issues and problems related to customer service and technical support;
• Oversee day-to-day technical support to evaluate problems, perform impact analysis and recommend workarounds and solutions;
• Maintaining positive relationships with customers;
• Continuous improvement to meet business needs;

Requirements:

• University Degree holder in Information Technology / Computer Science or professional IT qualification;
• Minimum 5 years of relevant IT experience, including at least 2 years of experience in 1st line and 2nd line IT support;
• High proficiency in managing and supporting Wintel platform environments, web technology and infrastructure setup in SMEs;
• Experience in multi-site operation is preferred; 
• Knowledge on M365 and AWS is an additional advantage;
• Hands-on experience in problem isolation and troubleshooting;
• Strong leadership and problem-solving skills with a technology-driven and analytical mindset; 
• Excellent in both written spoken English and Chinese;
• Excellent communication skills and client-facing skills;
• Candidates with less experience will be considered for the position of Assistant IT Support Manager

Office Hour: Mon-Fri, 9a.m. to 6p.m.

We offer:

5-day Work Week, Bank Holiday, MPF, Group Medical (with Spouse and Child), Performance Bonus, Free Snacks and Drinks and Staff Team Building Activities.

Company background

Heals Healthcare was founded in 2017; we have been driven by the mission to offer quality healthcare services through emerging technologies. Our core proposition is to provide digital platform to link clinics with insurers and patient together on a seamless and secured network. (Details: https://www.healshealthcare.com/ )
Heals has pursued a model of building digital health platform from clinic software as the starting point, and by extending connectivity and facilitating transactions across health value chain including payors, pharma and patient. With PoC built in Hong Kong, Heals has expanded into Singapore, Malaysia and Indonesia   as “Phase 1 Markets”. Short term goal is to achieve revenue through replicating Heals model.
Expansion shall be through one of acquisition, JV partnership and greenfield build, depending on market landscape and maturity. Strategy team responsible for identifying acquisition/ partnership targets whilst Commercial team responsible for growing clinic penetration and business development.
Product suite includes front end interfaces for HCP, patient, payors and drug procurement, all interfacing with a common architecture based on HL7 FHIR. UI/ UX customized locally with core architecture developed in Shenzhen centre.