Customer Service Advisor

Role Overview: You will be joining a dynamic team at RioMed, where you will play a crucial role in transforming the healthcare industry through innovative technology. As a Customer Service Advisor based in Pune, India, you will be responsible for providing exceptional customer support, primarily focusing on the specialized healthcare software, Cellma. Your role will involve troubleshooting IT issues, offering guidance, and ensuring a seamless user experience to contribute to the overall success of the Customer Service Team. Key Responsibilities: - Respond to customer inquiries and technical issues via phone, email, or chat, providing prompt and professional assistance to minimize client service issues. - Accurately document all support requests, actions taken, and resolutions in the company's ticketing system. - Ensure confidentiality of sensitive and proprietary information; adhere to company security policies. - Become proficient in RioMed's healthcare software and stay up to date with changes. - Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or testers). - Prioritize and manage several open issues at one time. - Prepare accurate and timely reports and document technical knowledge in the form of notes and manuals. - Attend regular service meetings with RioMed's customers and assist in internal and external training on the software system Cellma. - Maintain high standards of customer service at all times. Qualifications Required: - Minimum 2 years of experience in a customer support role. - Willingness to work in UK shift hours to support business operations. - Proficiency in common IT tools and software, including MS Office applications. - Excellent verbal and written communication skills, strong problem-solving abilities, and a customer-centric attitude. - Ability to manage multiple tasks, prioritize effectively, and work efficiently under pressure. - Ability to work collaboratively with colleagues and contribute to a positive team environment. - Additional certification in Microsoft, MYSQL, or Testing technologies is a plus. - Strong English communication skills are essential for this role, and shortlisted candidates will be required to take an English writing test as part of the selection process. Please note that this document serves as a guide to your role and outlines your primary responsibilities. You may be called upon to fulfill other duties aligned with your position as needed.,