What will you do?

As a Customer Support Analyst with EVYD, you will help keep our daily operations running smoothly, solve technical problems for our users, and help us get better at what we do. You will support customers, work on help tickets from start to finish, and help make everyone's job easier. If solving problems makes you smile, come make a meaningful impact in a role that keeps our team and our users at their best. 

This role reports to our Customer Support Lead and is based in Brunei. 

Your key responsibilities include:  

• Ensure smooth and efficient day-to-day operations, maintaining seamless business functionality and consistent service delivery across all customer interactions 

• Provide Level 2 Help Desk Support - investigate, escalate, and resolve incidents received within the agreed-upon Service Level Agreements (SLAs).   

• Communicate detailed user issues clearly and collaborate with other relevant teams, ensuring prompt resolution and contribute to ongoing efforts for process improvement and issue prevention. 

• Provide operational assistance to customers to ensure objectives are met.  

• Participate in post-project implementation activities to ensure the successful transition and optimal performance of newly implemented solutions.  

• Conduct refresher training sessions to various user groups, ensuring users remain informed and efficient in utilizing our products or services. 

• Manage a variety of administrative tasks and operational responsibilities to support daily service functions and customer needs.  

• Efficiently process user access requests, ensuring appropriate permissions and compliances with security protocols. 

• Create and maintain up-to-date documentation for service management processes, plans, meeting notes, status reports and action items. 

• Configure and optimize support tools to enhance process efficiency, enabling shorter resolution times and better service delivery. 

• Gather customer feedback to identify service gaps and suggest actionable improvements to optimize support efficiency. 

Travel requirements: 

Commuting to other districts may be required for this role. 

What skills do you need?  

Human skills 

• Excellent communication and collaborative skills to work closely with cross-functional teams or stakeholders. 

• Innovative, independent, and is a fast learner to pick up new skills.  

• Strong analytical and problem-solving skills.  

• Highly organized with an exceptional sense of time management. 

• Detailed oriented with the ability to handle multiple tasks and prioritize effectively. 

• Proactive, adaptable and acts with integrity and ethics. 

 Base technical skills 

• Experience in IT operations or client-facing role would be an advantage. 

• Tech-savvy and have good proficiency in the use of computer and mobile devices. 

• Experience working in the healthcare or health tech sector is a plus.  

Qualifications 

• A minimum of a Higher National Diploma in the field of Technology, Computer Science or Healthcare Management, or their equivalent. 

• Ability to speak, read and write excellent English is required. The ability to speak good Bahasa Melayu to work with external stakeholders is an advantage.