Technical Support Officer

Job Description

Role Overview: We are looking for an experienced Customer Support Officer ( we call it Medi-Tech Support Officer) to take charge of our support operations. This role involves handling customer call, clarifying queries, troubleshooting tech-related issues, root cause analysis & documentation. Apart from customer support, candidate must be willing to take care of admin or operational tasks that demand offshore involvement. The ideal candidate must have excellent communication skills, and fluency in a foreign accents . Prior experience in the healthcare domain will be an added advantage. Key Responsibilities: Respond to customer inquiries via phone, email, chat. Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions. Document customer interactions for record-keeping and future reference. Follow up with customers to ensure their issues are resolved and they are satisfied. Collaborate with internal teams (e.g., sales, technical support, Onsite platform lead) to address complex or cross-functional issues. Maintain a positive, empathetic, and professional attitude toward customers at all times. Escalate unresolved issues to higher-level support when necessary. Take improvement initiatives, look for opportunities to optimise the process and bring efficiency Ready to explore the latest technologies & bring innovations Requirements: · Excellent English communication skills (both written and spoken) · Proven experience in customer support roles for 2 to 3 years. · Familiarity with foreign accents to ensure smooth communication with international customers · Exceptional problem-solving abilities and attention to detail · Ability to work in a fast-paced environment and prioritise effectively · Prior experience in customer support or operations (preferably in the healthcare industry) · Ability to work early morning shifts from 4 AM (IST) starting from July Show more Show less