Yayasan Noora Health Indonesia (YNHI) was established in 2023 to implement the evidence-based and globally recognized Care Companion Program (CCP). YNHI is affiliated to and works closely with Noora Health, a US-based health systems strengthening organization, that designed, developed, and implemented the Care Companion Program. The CCP focuses on training and empowering family members of patients across the health system, equipping them with high-impact health skills required to become impactful caregivers to their loved ones and enable their recovery at home. The CCP is currently implemented at >1000 health facilities in India, Bangladesh, Indonesia and Nepal.

YNHI will support and assist the Indonesian public health system to implement CCP across city, district, provincial, and national levels, thereby enabling improvements in health outcomes for patients and improved quality of health services and care delivery. Currently, we working on 7 district in Indonesia and expecting to expand to more then 20 district on 2027 to achieve 7 million caregivers through care companion program or in Indonesia we called Program Pendampingan Pengasuhan Keluarga.

WHAT YOU WILL DO

• Configure and manage platforms across countries, including IVR systems, WA onboarding and scheduling campaigns for onboarded users.
• Collaborate with product development and engineering teams to communicate needs, test new features, and assist in platform enhancements.
• Coordinate and streamline internal processes between Platforms, Program Design, and Program Delivery (PDD) teams for efficient operations. 
• Implement custom platform changes based on internal requirements, working closely with the engineering and product team.
• Work closely with internal stakeholders to resolve technical problems efficiently and minimize platform downtime. You’ll be expected to maintain detailed documentation of technical issues reported from the field, solutions provided, and user feedback to improve support processes.
• Provide training and guidance to internal teams on effective use of digital tools through SOPs and training sessions.
• Analyze program data, generate reports, and build charts to present key insights to external stakeholders.
• Generate ad-hoc reports and drive dashboard requirements, ensuring accurate reporting based on internal team needs.
• Stay updated on government guidelines and regulations, ensuring the team is informed about any impacts on platform usage.
• Manage invoice and billing operations for multiple platforms, scouting and evaluating new vendors to meet internal team requirements.
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WHO WE ARE LOOKING FOR 

• Minimum of 3+ years of experience in a technical support role or support analyst within a SaaS environment.
• Experience in a product or service-based company, ideally with a digital product.
• Ability to troubleshoot and resolve API performance issues, debug APIs, and interpret logs to ensure optimal system functionality and performance.
• Ability to respond promptly and efficiently to troubleshooting during system downtimes, ensuring minimal disruption.