Technical Support Associate

Key Roles and Responsibilities

• Develop a thorough understanding of our audio/video conferencing systems and act as the single point of contact for all related issues
• Provide real-time support to patients during physiotherapy sessions addressing any technical or session-related concerns promptly and empathetically
• Troubleshoot and resolve patient-facing technology issues (video, audio, connectivity, device access, etc) efficiently
• Coordinate with physiotherapists and internal teams to ensure smooth session execution and quick resolution of tech-related queries
• Collaborate closely with the Engineering Head and tech team to communicate recurring issues and suggest operational improvements
• Maintain accurate records of all support interactions, issues, and resolutions in internal tools and dashboards
• Ensure consistent availability for time-sensitive, patient-related technical support needs
• Proactively explore internal tools and systems to gain deeper insights into recurring patient or session issues
• Uphold high standards of professionalism during patient interactions, ensuring empathy, patience, and clear communication
• Maintain a reliable work setup including a laptop and stable Wi-Fi connection to ensure uninterrupted support delivery

Skills and Attributes Required

• Strong interest in learning and understanding new technologies.
• Passion for problem-solving and troubleshooting.
• Excellent communication skills (English & Hindi) with empathy and clarity.
• Ability to multitask and manage time-sensitive issues calmly and effectively.
• Accountability and ownership for assigned responsibilities.
• Eagerness to learn from senior team members in a fast-paced environment.
• Flexibility to be available for extended hours when required.