Technical Support Representative - Non Billing

Position Overview:
As a Level 1 Technical Support Representative (Non-Billing), you will serve as the first point of contact for
clients, providing frontline technical assistance for Meditab’s EMR software and related applications.

Work Schedule and Arrangement: 9:00 PM- 6:00 AM, Onsite

Office Location: 8th floor Skyrise 4B Building, IT Park, Lahug, Cebu City, Cebu

Key Responsibilities:

Frontline Support

• Act as the primary point of contact for clients, providing timely and effective technical assistance.
• Guide users through software features, functionalities, and user interface for proper usage.
• Support clients across multiple channels including phone, email, chat, and remote sessions.

Technical Troubleshooting

• Diagnose and resolve issues related to EMR software, including installation, connectivity, data

synchronization, and performance concerns.

• Address system-related issues by analyzing workflows, integrations, and software behavior.
• Escalate complex concerns to higher-level support or development teams with complete

documentation.

System Knowledge

• Develop a strong understanding of the Meditab platform, including workflows and data integrations.
• Stay updated on product releases, updates, and new features to provide accurate support.

Technical Documentation

• Accurately log customer interactions, issues, and resolutions in the CRM system.
• Contribute to knowledge base articles, FAQs, and internal documentation.

Queue and Support Management

• Provide consistent support as part of a 24/7 support environment, including night shifts, weekends, and

holidays as required.

• Manage workload effectively to ensure timely resolution of client concerns across all channels.

Requirements:

• Bachelor’s degree in a computer-related field (e.g., Information Technology, Computer Science,

Computer Engineering)

• At least 1–2 years of experience in technical support or a related role (preferred)
• Basic understanding of computer hardware and software troubleshooting
• Strong verbal and written communication skills
• Ability to work in a fast-paced and dynamic environment

Salary and monetary benefits (in PHP):

• Monthly salary of 18,000php - 25,000php
• New hire bonus of 5,000php
• Risk allowance of 2,000php

Perks and other benefits:

• Paid Training Period
• All national Philippines and USA holidays are observed
• Paid time off—public holidays, vacation, and personal time off
• Robust and effective Government Benefits Administration
• Lactation breaks (for breastfeeding moms)
• Discounted optical services with our partner clinic
• Free lunch/dinner and unlimited coffee and ice cream daily (for onsite employees)
• Free Health insurance with one (1) free dependent
• Free Life insurance
• Free Accident insurance
• Relocation allowance for new hires (from outside Cebu)
• Company-sponsored outings
• Interest-based employee clubs (DOTA, Basketball, Dance, Music, Photography, Yoga)
• International travel opportunities (India and US office)

Our Recruitment Process:
1. Candidate Application Form
2. General Assessment
3. Phone Screening
4. Technical Interview
5. Reference Check
6. Job Offer
7. Training

Disclaimer for salary ranges: Salary ranges may not be applicable to all. Depending on the level of experience,
educational background and potential for growth seen during interviews, offers may go higher or lower.

PRO TIP: prepare for that interview and impress the hiring managers!

For more information about our company, visit our website: www.medspecialized.com

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