The Field Support Analyst (Technical) is responsible for delivering technical expertise in troubleshooting biometric devices, installing and maintaining solutions, and training users to optimize product usage. You will manage assigned client clusters across multiple regions in Kenya, providing operational and technical support that ensures a seamless client experience. With a focus on operational excellence, you will be at the forefront of enabling clients to achieve their goals through efficient product adoption and use, delivering outstanding customer service throughout the process.
Responsibilities:
Technical Support and Troubleshooting
Act as the primary technical resource for assigned health facilities, providing prompt support for hardware and software issues.
Troubleshoot biometric hardware devices, connectivity issues, and system malfunctions to ensure seamless operations.
Work with internal engineering teams to diagnose and resolve complex technical problems reported by clients.
Develop and update technical documentation, including guides and troubleshooting protocols.
Installation and Training
Oversee the installation and configuration of Savannah Informatics' solutions, ensuring compatibility with client infrastructure.
Deliver hands-on and virtual training sessions for client teams to maximize product usage and efficacy.
Develop and maintain training materials tailored to the unique needs of clients.
Client Support & Advocacy:
Collaborate with the account managers to ensure clients receive ongoing support and assistance from Savannah.
Maintain accurate and detailed records of client interactions, scheduled visits, training plans, and other relevant details in the CRM database.
Conduct regular visits and document interactions with clients to ensure effective communication and support.
Provide first-line support to clients and assist the Customer Success team in resolving client queries and support issues efficiently.
Participate in out-of-hours and weekend support as required to uphold Savannah's commitment to client satisfaction
Serve as the voice of the client within Savannah, advocating for their needs, and concerns, and collecting feedback to identify trends, patterns, and areas for improvement to share with relevant internal teams
Proactively monitor client satisfaction and engagement levels, identifying at-risk clients and developing strategies to mitigate churn rate
Facilitate the onboarding process for new clients, ensuring a smooth transition and successful adoption of Savannah's solutions.
Develop and deliver training sessions, webinars, and educational materials to empower clients to effectively utilize Savannah's products and services.
Provide ongoing support and guidance to clients, addressing any questions or challenges they encounter
Work collaboratively with Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients
Product Development and Management:
Collaborate with Savannah's management team, software developers, business analysts, relationship managers, and customer experience teams to plan, design, develop, test, and maintain solutions that deliver value to clients.
Gain a deep understanding of Savannah's applications, their structure, and how clients utilize them to excel in the market.
Prepare reports, manuals, and documentation on the status, operation, and maintenance of Savannah's solutions.
Work with engineering and operations teams to standardize, scale, and enhance Savannah's products and services based on client feedback and requirements.
Analyze user feedback and make recommendations to management for technology improvements, upgrades, and modifications.
Conduct systems analysis to identify opportunities for improving client operations, efficiency, and productivity.
Provide recommendations to management on relationship management issues to increase productivity and efficiency.
Performance Metrics and Reporting:
Define and track key performance indicators (KPIs) for customer success, such as client retention rates, satisfaction scores, and renewal rates.
Prepare regular reports and dashboards to communicate customer success metrics, trends, and insights to internal stakeholders.
Utilize data analytics tools and platforms to derive actionable insights and make data-driven decisions to enhance customer success initiatives.
Cross-functional Collaboration:
Work collaboratively with Technical, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients
Qualifications:
Bachelor's degree in Information Technology, Computer Science, Healthcare IT, or a related technical field.
1–2 years of experience in technical support, troubleshooting, or client-facing roles within the healthcare or technology sectors
Familiarity with e-health software solutions and the healthcare technology landscape in Kenya is highly desirable.
Demonstrated track record of building and maintaining strong client relationships and delivering exceptional customer service.
Familiarity with healthcare IT systems or e-Health platforms is highly desirable.
Experience with device installation and hands-on technical troubleshooting.