Senior Support Technician

Every day, Cen Trak enhances the lives of patients, staff, and their families in healthcare facilities around the world.

The global demand on healthcare has never been greater as the population grows, people live longer, and chronic illness rises. To meet this challenge, Cen Trak helps to make hospitals as safe and efficient as possible so that clinicians can spend their time on what matters most – patient care. It achieves this through advanced, cloud-based software solutions and IoT devices that are used to locate essential medical supplies, equipment, and people.

This ensures that the right care is given to the right patients at the right time. Historical analytics and expert-led consulting services also provide opportunities to optimise and enhance daily clinical workflows for an improved patient experience.

Function:
Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type:
Full time

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

Cen Trak is seeking an experienced Customer Support Technician to be a part of Cen Trak’s Technical Support Department, responsible for providing technical and analytical project support for Real-Time Location projects. This is an opportunity to join a world-class team. You will be working in a highly collaborative environment, coordinating with a cross‑functional team from engineering, product development, operations, and customer support to deliver an outstanding product.

The individual who fills this position must be proactive and possess a desire to succeed in a challenging environment. Strong attention to detail and a high sense of urgency are essential. Customer Support Technician will report to the Support Manager.

• Provide technical and analytical support for government and commercial technical issues and projects
• Manage customer escalations and client satisfaction
• Lead customer technical discussions and mentor internal peers
• Work flexible hours (outside business hours and weekends) on‑call basis
• Work under pressure and independently with significant attention to detail
• Validate server/VM specs, SQL Server connectivity, multiple data feeds, SSL certificates and provide troubleshooting guidance for software installs and server migrations
• Coordinate issues and tasks across multiple teams

• Creative thinker
• Decision making acumen
• Take responsibility and is accountable for performing a task at a high level
• Demonstrates personal integrity & honesty
• Written and Verbal Communications

• Superb interpersonal communication skills
• Able to interpret and disseminate information
• Able to prepare basic reports and use of the appropriate mode of communication
• Comfortable with technology and the use of standard Microsoft office programs and networks
• Customer / Client service orientation. Driven to meet or exceed consumer expectations of being flexible on working outside normal business hours

• Knowledge of Computer Networking, IT Infrastructure, and Microsoft Servers (Required)
• Understanding of SQL Relational databases, SQL querying, and client tools like SQL Server Management Studio (Required)
• Experience and
  
  Education:
  
  Minimum:
  Bachelor’s degree in Engineering, Networking and/or Project Management, Information Technology or Information Systems
• 3+ years' experience in a technical support role
• Familiarity with Hospital Information Technology Preferred

Minimum:
Bachelor’s degree in Engineering, Networking and/or Project Management, Information Technology or Information Systems

3+ years' experience in a technical support role

Familiarity with Hospital Information Technology Preferred

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us!

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