Product Support Specialist

About Practo

What if, instead of a job, you had a mission A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world

It's what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first-principles thinking that leads to daring ideas-and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

Role Overview

The Product Support Specialist (PSS) serves as the first line of interaction with doctors, ensuring a seamless experience by addressing queries, troubleshooting issues, and delivering clear communication. The PSS also acts as a moderator of customer experiences and stories, ensuring every interaction reflects Practo's commitment to care and excellence.

Key Responsibilities

1. Product Support:

Respond to queries and issues related to product functionality.

Demonstrate excellent troubleshooting and problem-solving skills.

Report bugs and coordinate with software engineers for ETA and resolution.

Research and arrive at effective solutions promptly.

Escalate issues appropriately (know what to escalate and what to retain).

Ensure detailed documentation of all activities in the case log.

Adhere to defined operational processes and internal quality standards.

Maintain and demonstrate product knowledge through monthly assessments.

2. Customer Engagement:

Understand customer behavior, expectations, and product usage trends.

Analyze adaptability and usage to enhance engagement and retention.

Go the extra mile to ensure an excellent customer experience in every interaction.

Must Have:

Bachelor's degree is mandatory a Master's degree is preferred.

Strong verbal and written communication skills.

Proficiency in Hindi and English.

Good understanding of Practo's products, processes, and policies.

Nice to Have:

Minimum 1 year of experience in customer or product support.

Prior experience in working or connecting with customers