Product Support Specialist

Join Our Creative Team as Product Support Specialist!

About the company:

Zealmax Innovations Pvt. Ltd., co-founded by distinguished IIM Ahmedabad alumni Mr. Sugnesh Hirpara and Mr. Kartik Satasiya, has swiftly emerged as a dynamic leader in the healthcare sector. The company thrives across two robust verticals:

• UltraCare PRO: Established in 2012, UltraCare PRO is a premier health and wellness brand, officially recognized by the Ministry of Commerce and Industry, Government of India. It stands as a trailblazer in delivering cutting-edge solutions aimed at enhancing well-being. (https://www.instagram.com/ultracare.pro/) Website -https://ultracarepro.in/

• Zealmax Ortho: With over 15 years of expertise, Zealmax Ortho is a distinguished orthopedic implants manufacturer and exporter based in India. The company’s global reach spans 70+ countries, supported by a network of 100+ international distributors and 200+ domestic distributors. (https://www.instagram.com/zealmaxorthoimplants/) Website- https://orthoimplantsindia.com/

About the Role:

• Possesses in-depth product knowledge to enhance customer support and oversee the end-to-end customer service process.
• Consults and assists customers in selecting the most suitable product based on their specific pain conditions, usage requirements, and therapy needs.
• Interacts with customers on a daily basis, addressing technical and usage-related queries and guiding them toward the appropriate product, service, or solution.
• Provides clear guidance on how each product works for different pain types and conditions, ensuring correct and effective usage.
• Performs on-site device inspection, calibration, testing, and basic setup of portable physiotherapy and wellness products when required.
• Maintains medical devices by diagnosing, troubleshooting, repairing malfunctions, and coordinating refurbishment of damaged or returned products.
• Supports refurbishment, testing, and quality checks of returned units to ensure they meet performance and safety standards.
• Assists in the development and launch of new products by providing technical inputs, testing feedback, and user-experience insights.
• Creates and updates product-related materials such as user manuals, usage guides, FAQs, safety instructions, and training documents. 
• Participates in sales-support activities including follow-ups on abandoned carts, technical pre-sales assistance, and customer conversion support.
• Maintains supplies inventory by monitoring stock levels, anticipating requirements, placing and expediting orders, and verifying receipt.
• Plans and supports training initiatives and standardization of service delivery processes.
• Updates customer information accurately in the customer service database during and after each interaction.
• Assists with other day-to-day website operational responsibilities.

Must have skills:

• Excellent communication and product knowledge
• Ability to multitask, prioritize, and manage time in a fast-paced environment
• Strong phone, email, and chat handling with active listening and problem-solving
• Understanding of medical devices, electrotherapy, sensors, and electronics
• Ability to explain technical and clinical concepts in a simple, customer-friendly way
• Hands-on skills in device testing, calibration, troubleshooting, and minor repairs
• Willingness to learn order management systems, CRM, and chat tools

• Min 1 year of experience into product support

• Must be a biomedical engineer graduate