Application Support Engineer

About The Company

Kumo ) is a provider of Clinic Management Software as a Service (SaaS) for the medical, healthcare, and wellness industries. With a strong track record in the Medical Aesthetics, Beauty, and Wellness sectors through the Aoikumo ) brand, as well as in Dental, Veterinary, and Primary Care through our products kumoDent ), kumoVet ) and kumoDoc ) respectively, Kumo has established itself as a leader in the field. By leveraging its successful platforms, Kumo aims to offer cutting-edge software solutions to the medical field, ranging from appointment scheduling to billing and after-care. Our products are built to last, with regular updates ensuring they meet both current and future business needs, resulting in significant transformative advantages.

At the same time, security, integrity, and trust form the foundation of everything we do and as such, we have achieved a significant milestone in our journey, with the ISO / IEC 27001 : 2022 certification of Information Security Management Systems (ISMS), by SIRIM QAS International and accredited by Standards Malaysia, UKAS, and IQNET; the first Clinic Management Software from Malaysia to achieve this certification.

This achievement reinforces our mission to set new standards, lead by example, and remain a reliable partner in an innovation-driven industry.

In collaboration with Mediconnexions Consulting, Kumo goes beyond its role as a software provider by offering patient infographics on treatments within its platform. These infographics can be conveniently shared directly to the patient's mobile device.

We need people like you to join the team to apply what you love to do so that we can all grow together. A place where it's all about fun, doing what you do best

Job Summary & The Opportunity

Kumo is currently seeking an enthusiastic and driven individual to join our team as a Application Support Engineer. As an Application Support Engineer, you'll have a central role in fostering relationships with both new and existing customers by offering support for Kumoapplications to users. Your primary responsibilities will include addressing customer inquiries and concerns via phone calls and our ticketing system, onboarding and ensuring exceptional service delivery to enhance customer satisfaction.

If you are a proactive problem-solver and have a desire to tackle challenges head-on to enhance our customer support team, we offer the perfect environment for you to thrive. Join us and let's embark on a journey of growth together

Key Responsibilities :

• Offering support for Kumo applications.
• Provide full in-house training and on-boarding customers whom have subscribed to our Kumo whether it is Aoikumo, kumoDent, kumoVet or kumoDoc, along with other apps that is developed in-house.
• Track and compile customer's feedback after the training is done.
• Conducting analyses of Kumo applications functionality, testing when required and recommending enhancements.
• Manage inquiries and complaints via ticketing, chat, Whatsapp, and phone, while directing support requests to the appropriate teams to enhance customer satisfaction.
• Troubleshoot and resolve customer issues using established practices, procedures, and troubleshooting tools using provided tools such as Freshdesk.
• Maintain accurate documentation and continuously enhance ticketing and chat system processes.

As part of your support responsibilities, you are required to be on standby during weekends and public holidays to attend to client-reported issues, particularly those of higher severity :

You are expected to respond to such cases in accordance with the response times committed to clients, as stated in our support SLAs.

Qualifications & Experience :

Why Join Us?

Responsibilities if you're appointed in the ISMS Committee