2 to 5 Years
Fulltime (remote)
1 Opening
Kochi, India
– Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem.
– Expedite and ensure resolution within the defined SLA by following up with the internal team(s)
– Create and assign support tickets to the maintenance teams, using pre-established tools for second-level resolutions
– Escalate unresolved customer grievances to concerned authorities for further investigation and action.
– Work with the development and products team to evaluate complex customer problem, identify root causes, and derive resolutions
– Coordinate with development and product teams to support new product developments and existing product enhancements, as required.
– Develop knowledge bases and FAQs for product support activities.
– Document support activities, customer issues, and resolutions for reference purposes
– Follow communication procedures, guidelines, and policies
Desired Candidate Profile
– Should be flexible to do Night shifts and work on the non-business hours or weekends when required.
– 2 to 5 Years of Experience in Software/Application Technical Support.(US Healthcare will be given preference but not mandatory)
– Should have excellent communication skill (Verbal/Written)