Customer Support Advisor

Person Centred Software Ltd; Vadodara; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Camascope, part of the Person Centred Software (PCS) Group, is hiring in Vadodara, India for Customer Support Advisors to help UK customers navigate our SaaS care software and resolve technical issues.

You will respond via phone, email and live chat, troubleshoot problems, explain features clearly and take ownership until resolution. English proficiency is essential and hours run 2:30pm to 11:30pm IST.

Qualifications

• 1–3 years' experience in customer support or a technical support environment.
• Strong written and spoken English is essential.
• Experience with SaaS products or cloud-based software is a plus.

Responsibilities

• Respond to inquiries via phone, email and live chat with a friendly, professional approach.
• Troubleshoot technical and account-related issues to resolve problems for customers.
• Explain software features and processes clearly to help customers use the product confidently.
• Take ownership of customer inquiries and see them through to resolution, escalating when needed.
• Collaborate with colleagues across support, product and other teams to deliver a seamless experience.

Skills

Customer support

Communication skills

Troubleshooting

CRM experience

Tools

Zendesk

Intercom

Freshdesk

Job description

At Camascope, part of the Person Centred Software (PCS) Group, we're passionate about transforming the way care is delivered through innovative technology. Our software solutions help care providers manage medication safely and efficiently, giving care professionals more time to focus on the people they support.

As part of the growing PCS Group, we're continuing to expand our teams and invest in delivering an outstanding experience for our customers.

We're looking for enthusiastic, customer-focused Customer Support Advisors to join our growing team in Vadodara, India.

You'll be the first point of contact for our UK customers, helping them navigate our software, resolve technical issues and get the most from our solutions.

This is a great opportunity for someone who enjoys helping people, solving problems and working with technology, while developing their career within a growing international software business.

As you'll be supporting UK-based customers, a good level of written and spoken English is essential, along with the ability to communicate clearly, confidently and professionally.

What you'll be doing

• Support our customers: Respond to enquiries via phone, email and live chat, providing friendly, professional and timely assistance.
• Solve problems: Troubleshoot technical and account-related issues, helping customers find the right solutions.
• Make technology simple: Explain software features and processes clearly, helping customers use our products with confidence.
• Take ownership: Manage customer enquiries through to resolution, escalating more complex issues when needed.
• Improve the experience: Identify common challenges, gather feedback and suggest ways to improve our services.
• Work together: Collaborate with colleagues across Customer Support, Product and other teams to deliver a seamless customer experience.
• Share knowledge: Help maintain useful support resources and knowledge articles.

What we're looking for

• Good written and spoken English is essential, as you'll be communicating directly with UK-based customers.
• Ideally 1–3 years' experience in customer support, customer service or a technical support environment.
• Strong communication skills and a genuine passion for helping customers.
• Good problem-solving skills and the ability to troubleshoot issues logically.
• An interest in technology and confidence learning new software systems.
• Excellent attention to detail and the ability to manage multiple customer enquiries.
• A positive, patient and professional approach, even when dealing with challenging situations.
• Experience using CRM or customer support platforms such as Zendesk, Intercom or Freshdesk would be beneficial.
• Experience supporting SaaS products, cloud-based software or integrations would be an advantage.

Working hours

This role supports our UK customer base, so working hours are typically 2:30pm to 11:30pm (India Standard Time).

Candidates must be comfortable working these hours on a regular basis.

Why join Camascope?

You'll be joining a growing international business where your work makes a genuine difference to the people using our technology every day.

You'll have the opportunity to develop your customer service and technical skills, gain experience supporting UK customers and build your career within a growing software business.

Our recruitment process

To support our recruitment in India, PCS has partnered with Obox HR, our Recruitment Process Outsourcing (RPO) partner.

All applications will be reviewed and initially screened by Obox HR on behalf of PCS.

As part of the recruitment process, candidates may be asked to complete an initial screening interview and assessments, including an evaluation of their English communication skills.

Shortlisted candidates will then progress through the next stages of the PCS recruitment process.