Customer Service & Support Officer UG _ Western (1) and Central (2) Regions UG
Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry, the company was founded to provide innovative, secure, and high-tech solutions across Africa, the Islands, and beyond. Smart Applications stay ahead through constant research and innovation.
We are looking for a knowledgeable, dynamic, and self-motivated individual to join our Hospital Operations Department.
Job Title: Customer Service & Support Officer.
Reports to: Head of Hospital Operations
Based in: Kampala, Uganda
Department: Hospital Operations
Job purpose:
The Officer duties will span from customer handling, challenge identification to provision of technical support. The main agenda is to provide exemplary customer experience to both the internal and external customers in line with the company Values, Mission, and Vision. The job therefore involves interacting and meeting the expectations of all levels of our customers and delivering on assigned duties (Some of which may not be visible in this document)
Key responsibilities and accountabilities:
- Manage Installation, upgrades, and configuration of Smart Systems (Hardware and software) at Medical Service providers and other facilities.
- Training and retraining system users on existing and new products.
- Assess system performance, troubleshooting and recommend improvements.
- Launching and delivering of Smart’s existing and new products and services
- Responding and logging of calls from medical service providers (MSP’s) and the customer and provision of needed services.
- Identify business opportunities in the market and in front of them.
- Tabulate periodic reports and submit them as required by the supervisor.
- Monitoring network connectivity, data transmission, and ensuring system availability at the MSP’s level.
- Initiate and document provider meetings with the purpose of promoting good relationship with the system users (MSP’s)
- Sales and marketing of Smarts products
- Card processing responsibilities
- Participation in capacity building activities and playing other roles as assigned his/her supervisor.
- Any other duties assigned
Qualifications
- Bachelor of science, Computer Science/IT/BBIT or related with at least 3 years’ experience in IT Service.
- Flexible to travel on short notice and to various markets as business may dictate
- Possessing Valid Travel Documents
- Additional languages is an added advantage.
Skills, knowledge, and abilities
- Have broad knowledge on IT in healthcare and related aspects
- Strong marketing, sales, organizational and communication skills
- Strong and well-developed report writing skills and attention to details
- Quick learner with demonstrated product knowledge and professionalism.
- Excellent Customer service, communication and interpersonal skills – both written and verbal.
- Proactive and highly organized, with strong time management and planning skills.
- Ability to work under tight deadlines, heavy workloads and remain calm under pressure with a high degree of individual responsibility.
