Job Opening for Helpdesk Support

POSITION: HELPDESK SUPPORT

LOCATION: TRINIDAD AND TOBAGO

REPORTING TO: CUSTOMER SERVICE & HELPDESK TEAM LEAD

CONTEXT AND PURPOSE OF THE JOB

The Helpdesk Support staff is responsible for providing exceptional customer support to our users,
primarily focusing on our specialized healthcare software, Cellma. The position involves
troubleshooting and resolving IT issues, offering insightful guidance, and ensuring a seamless user
experience. With a strong emphasis on problem-solving and communication, the Helpdesk Support
will play a key role in maintaining operational efficiency and contributing to the overall success of our
Customer Service Team.

MAIN RESPONSIBILITIES

• Respond to customer inquiries and technical issues via phone, email, or chat, providing
  prompt and professional assistance to minimise client service issues
• Accurately document all support requests, actions taken, and resolutions in the company’s
  ticketing system.
• Ensure confidentiality of sensitive and proprietary information; adheres to company security
  policies.
• To become proficient in RioMed’s healthcare softwares and keep up to date with changes.
• To attend regular service meetings with RioMed’s customers
• To assist in internal and external training on our software system Cellma
• Maintain high standards of customer service at all times.

ADDITIONAL NOTE

• This document serves as a guide to your role, outlining your primary responsibilities. You may be called upon to fulfil other duties aligned with your position as needed

REQUIREMENTS

• Minimum of 2 years of experience in a helpdesk or customer support role.
• Helpdesk Support Page | 2
• Proficiency in common IT tools and software, including MS Office applications.
• Excellent verbal and written communication skills, strong problem-solving abilities, and a
  customer-centric attitude.
• Ability to manage multiple tasks, prioritize effectively, and work efficiently under pressure.
• Ability to work collaboratively with colleagues and contribute to a positive team
  environment.

BENEFITS

• Group Medical Policy (for spouse and dependents)
• 12 Paid Training Days
• 12 Paid Annual Leave
• Opportunity to travel abroad
• Opportunity to travel to other RioMed Offices