Customer Success Representative –Remote Surgical Solutions- both Onsite and Remote–Contractor- Hyderabad, India

Customer Success Representative –Remote Surgical Solutions- both Onsite and Remote–Contractor- Hyderabad, India

Location

Type

Industry

Please note that at present Rods&Cones does not have an entity in India. In this perspective suitable candidates need to be able to work at an autonomous contract basis, paid on an hourly rate

Passionate about latest technology, people management and world class customer experience? Looking for a job that contributes to making a difference to people’s lives? This is your chance to work in the world’s leading remote access solution company within the healthcare industry.

About Rods&Cones

Based in Amsterdam and Barcelona, Rods&Cones connects medical experts worldwide through our groundbreaking remote surgery assistance service. Our service is revolutionizing the way healthcare is delivered by allowing medical experts to share their expertise in real-time HD quality video streaming to any location in the world, improving people's lives every day. Today, the Rods&Cones service is used in over 100 countries and more than 2500 medical centres across the globe.

Rods&Cones offers E2E remote solution specialized in healthcare industry, which is a combination of SaaS and DaaS as our solution consists of Software, Hardware and Support services. Our On-site support service is a vital part of our solution, and we take pride in providing a world-class service Mon-Fri 24/5 from our three delivery centres located in Barcelona, Spain; Manila, Philippines and Mexico City, Mexico.

About the Role

Customer Success Representative

This role is a hybrid between good technical skills (Mobile Devices Support, wi-fi network support), excellent customer service skills (Health Care Staff)and Customer Success activities.

Since the focus lays within the support and success of a main hospital hospital group in Hyderabad, it is important that Hyderabad is your base.

This will be a hybrid position consisting of following 3 aspects:

Onsite Support- 20% of your time -

Customer Experience Centre Support- 60% of your time –

Customer Success Representative- 20% of your time-

contractor position

You will report to the global Operations Manager.

Key Responsibilities

·       Provide on-site support for telemedicine hardware and connectivity equipment

·       Enroll the Rods&Cones solution in hospitals and medical centers

·       Troubleshoot network issues, including Mobile Network disruptions and hardware challenges

both onsite & remotely

·       Perform installations, configurations, and upgrades of communication systems

·       Interface with remote technical teams for escalations and system diagnostics (Development Team)

·       Maintain detailed records of service reports and intervention logs (JIRA)

·       Always ensure compliance with safety and operational standards

·       Provide remote support, training and hospital enrolment as part of our Customer Experience Centre.

·       Perform User Acceptance Testing

·       Identify opportunities to assist with adoption of the technology  

Requirements

·       Minimum 4 years of experience in telecommunications or IT infrastructure support

(Mobile Devices, Wi-fi Networks) and/ or Service Desk Environment and/or a Customer Success Role

·       Training experience on both software and hardware is a must

·       Understanding of Customer Success and User Adoption strategies is a requirement

·       Passion for hi-tech

·       Strong knowledge of Mobile Devices and Wi-fi Networks

·       Experience in the Med-Tech industry or Hospital environment is a plus

·       Familiarity with cabling, signal testing, and structured installations

·       Excellent problem-solving and communication skills

·       Excellent didactical and customer care skills

·       Ability to work independently and adapt to a fast-paced environment

·       Ability to adapt to regular product changes

·       Good organizational skills

excellent English at native level

·       Proven track of service delivery across the globe is a must

·       Understanding the high customer service standards of US based customers

·       Ability to travel on a regular (weekly) basis within the Indian Territory

We offer:

• Hybrid job and flexible hours
• A versatile job where each day is different: you will never cease to learn about new topics in a very wide range of subjects
• Opportunity to work with world’s leading healthcare professionals and companies and to be part of enhancing patient outcomes with innovative technology

·       Fantastic colleagues from all over the world