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 : Hyderabad, India Type : Contractor (On-site/ Remote)- Between 30-40 hrs/ week (to be agreed) - Industry : Remote Medical Education/ Telecommunications / Connectivity Support 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 We are seeking a multi-skilled and motivated Customer Success Representative to support remote medical education in hospitals and med-tech companies in Hyderabad (primary location) and other locations including but not limited to: New Delhi, Chennai and Mumbai, … 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: 1. Onsite Support- 20% of your time - You will support our Indian customers on the field either in hospitals and/or in cooperate MedTech Offices across the Indian Territory. This means you will be providing onsite support to set up our devices and connecting them to the wi-fi networks and perform dry-run and live case support within the hospital. Besides that, you will also train MedTech staff and/or Medical Staff on our solution. 2. Customer Experience Centre Support- 60% of your time – You will be incorporated in our 24x5 global Customer Experience Centre (on a rotating basis) and be a first point of contact for our global customer base to provide first line support on Software and Hardware Incidents and fulfil “how to” requests. Although your first focus reaches out to India and the Asian continent, you will support our customers across all continents. Provision of remote end-user training, virtual hospital enrolment and live case support are included in the scope. 3. Customer Success Representative- 20% of your time- You will be defining and implement jointly with our Indian customers a user adoption plan and the Customer value Proposition to assure that the Rods&Cones solution is materializing the value for our customers. This is a contractor position ideal for someone with hands-on experience in mobile device management. telecom networks, connectivity troubleshooting, and field support. In addition, you have also a proven track record in delivering extra-mile customer support. 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 · Hindi and 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
