Jr. Executive - Tech Support

About Company and Product:

We are a FemTech focused Medtech company in the Preventive Oncology and TeleHealth space, designing, developing and commercializing globally adoptable and clinically effective, Non-invasive Cancer Pre-screening Solutions for Women. The company’s flagship product iBreastExam (iBE) is a US FDA cleared, and CE marked, non-invasive, radiation-free and painless solution for identifying non-palpable breast lumps to enable early detection of breast cancer for women across all ages and demographics.

Job Title:

Jr. Executive - Tech Support

Job Summary:

We are looking for a Junior Executive - Technical Support

Key Responsibilities:

• Receive, log, and compile customer complaints within the JIRA software platform.
• Assess device warranty terms and communicate findings to customers and internal teams in line with company policies.
• Able to perform effective troubleshooting by proactively asking relevant questions to diagnose both hardware and software issues
• Provide accurate, professional, and timely responses to customer inquiries and complaints.
• Communicate effectively with customers to understand their technical concerns and offer appropriate resolutions.
• Maintain transparent communication with customers and stakeholders regarding escalated issues, providing regular updates until resolution.
• Manage customer interactions across multiple channels, including calls, emails, and the JIRA software platform.
• Ensure timely resolution of customer issues, coordinating with the service team when necessary.
• Escalate unresolved matters to the Software or Hardware team for further investigation and intervention.
• Collaborate with the service team to develop Corrective and Preventive Action (CAPA) proposals as required.
• Maintain documentation and records in accordance with the Standard Operating Procedures (SOPs).
• Prepare customer service reports and manage communications related to device service.
• Collect and document customer feedback regarding the service provided.
• Track and follow up on open service requests to ensure timely closure.
• Coordinate with internal teams to ensure smooth execution of service-related activities.
• Identify recurring issues and share insights with the service or development teams for continuous improvement.
• Support departmental audits and ensure adherence to established service quality standards

Qualifications & Experience

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·      0–2 years of experience in medical device servicing, tech support, or related technical role.

·      Basic understanding of medical equipment handling and device troubleshooting.

·      Experience in medical devices/electronic instrumentation is a strong advantage.

Required Skills

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·      Ability to interact confidently with healthcare professionals and team members.

·      Strong problem-solving, analytical, and debugging abilities.

·      Ability to manage multiple projects simultaneously under tight timelines.

·      Proactive, detail-oriented, and committed to innovation.