Regional Technical Support Specialist (Optometry) #HYN

Job Highlights

• Regional exposure supporting APAC markets

• 13th Month AWS + Variable Bonus (20% VCS)

Job Description

We are looking for a 2nd Level Support Specialist to join the regional Vision Care support team. This role is ideal for candidates with an Optometry background who are interested in transitioning into a technical support and coordination role.

You will provide second-level support to regional teams and customers, assist with troubleshooting ophthalmic equipment issues, and coordinate with headquarters to ensure timely resolution of technical matters. Comprehensive training will be provided.

Key Responsibilities

1. Maintain and update Salesforce records, including order information, device records and service activities.

2. Provide technical support to regional APAC teams and customers.

3. Troubleshoot equipment-related issues through telephone, remote support and other applications.

4. Serve as the main support contact between assigned APAC markets and headquarters.

5. Coordinate with local country teams to investigate and resolve customer issues.

6. Manage new and existing technical issues, ensuring timely follow-up and resolution.

7. Work closely with internal teams to escalate technical problems when required.

8. Record all support requests and ensure timely responses to customer callbacks.

9. Identify potential causes of technical issues, including hardware, software and network-related problems.

10. Monitor support activities and ensure service requests are handled according to established KPIs.

Who Should Apply?

• Optometrists who are keen to explore a non-clinical career path within the vision care industry.

• Candidates with an interest in ophthalmic equipment, troubleshooting and technical support.

• Individuals who enjoy problem-solving, coordinating with regional teams and providing customer support.

Requirements

• Diploma or Bachelor's Degree in Optometry, Engineering, Information Technology or a related discipline.

• At least 3 years of relevant experience in optometry, ophthalmic equipment, IT support or the optical industry.

• Candidates with an Optometry background are welcome even without prior IT or engineering experience.

• Strong communication, interpersonal and problem-solving skills.

• Able to manage challenging situations professionally and tactfully.

• Meticulous with good organisational skills and attention to detail.

• Proficient in Microsoft Office applications.

• Knowledge of Microsoft SQL and IT networking will be an advantage.

• Additional language proficiency will be an added advantage.

Interested applicants, please email your detailed CV to:
[email protected]

All information will be treated with confidentiality and we regret that only selected candidates will be notified

Consultant: Ashley Loo
Designation: Senior Recruiter
CEI Reg No: R2095115
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