Software Solutions Specialist

Elekta; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Elekta is seeking a capable software support specialist to deliver professional customer support for Elekta products in Indonesia. The role focuses on resolving product issues, assisting distributors, and ensuring timely communication with customers.

You will troubleshoot in live clinical environments, document activities, and collaborate with teams to maintain service quality. The ideal candidate holds a computer science degree and has at least three years in software support, with strong

Qualifications

• Degree or above in Computer Sciences (or equivalent).
• At least 3 years’ experience in software support.
• Strong technical support skills in PC/Network computing.
• Proficient in Bahasa and English.
• Experience in medical imaging or radiotherapy products desirable.

Responsibilities

• Resolve and/or escape cases as required.
• Attend internal and external training as required.
• Visit customer sites to investigate and resolve product issues.
• Prioritize and manage cases efficiently and professionally.
• Communicate with customers to understand the problem and troubleshoot.

Skills

PC/Network computing

SQL

Citrix

Networking

AD/DHCP/DNS

VMware

Bahasa & English

Education

Degree in Computer Science

Tools

Microsoft Server Administration

Remote service tools

VMware

Job description

We don’t just build technology. We build hope for everyone dealing with Cancer.

Elekta is shaping the standard of care, together with healthcare providers, by developing precision radiation medicine that brings advanced radiotherapy into routine clinical practice. Our solutions support consistent, efficient and personalized care, addressing evolving patient needs. Through adaptive radiotherapy, precision treatment delivery and integrated workflows, Elekta supports care teams across a range of clinical settings. Each year more than 2 million patients are treated using Elekta solutions across over 130 countries. Elekta is headquartered in Stockholm, Sweden, with over 4,000 employees and offices in more than 40 countries. The company is listed on Nasdaq Stockholm. For more information, visit elekta.com.

Description

• Responsible for delivering professional customer support for the Elekta product range within Indonesia.
• Support Specialists are primarily responsible for supporting the Elekta product family, associated third-party products and the people who benefit from their use.
• The key activities of the role are supporting customers, business units and distributors with their product issues. Product support requests will be submitted to the support team via phone, email, customer portal or other channels. It is vital that all product issues are reviewed in a professional and timely manner with the clinical impact of the issue being identified as quickly as possible to determine the case priority.
• Primary resource for answering phone calls from customers, business units and distributors seeking product support
• Troubleshoot product issues in a live clinical environment
• Prioritize activities to ensure clinical system down problems receive immediate attention
• Clearly document all support activities in line with Elekta policies and procedures
• The individual is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers.
• Level 1 support specialists are expected to have the appropriate passion and drive to develop their knowledge to enable them to progress to the next level of support specialist

Responsibilities

• Resolve and/or escape cases as required.
• Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.
• Visit customer sites to investigate and resolve product issues
• Prioritize and managing cases in an efficient and professional manner
• Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution
• Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved before the work commences and throughout the case lifecycle
• Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time
• Utilize suitable remote support tools to identify issues proactively and resolve issues remotely, in line with agreed targets.
• Out of hours/bank holiday support
• Perform software installation and troubleshooting
• Perform network troubleshooting

Authorities

NA

Relevant Knowledge, skills and competencies

• Strong technical support skills in the area of PC/Network Computing, IP address, port forwarding, firewall setting, router.
• Experience in medical imaging, linear accelerators and/or clinical use of radiotherapy products is desirable
• Knowledge of SQL, Citrix and networking
• Familiar with Microsoft server administration, AD, DHCP, DNS, Group Policy,,Server Role, Task Scheduler
• Experience with remote service application and virtual server (example : VMware)
• Proficient in Bahasa and English
• Excellent verbal and written communication skills
• Ability to effectively interact with customers and colleagues
• Ability to work in a team environment
• Flexible and accommodating approach
• Ability and desire to promote Elekta’s professional image
• Can demonstrate outstanding customer care skills
• Experience in a software support environment
• Degree or above in Computer Sciences (or equivalent)
• At least 3 years’ experience in software support
• Knowledge of Health Care software (desirable)