Sr Specialist - Technical Customer Support

DHR Holding India; Bengaluru; Presencial; INR 800.000 - 1.200.000; Jornada completa

Descripción de la vacante

DHR Holding India is seeking a Senior Specialist- Technical Customer Support to provide high-quality 1st level telephonic service to clients with strong communication and teamwork with the supervisor and field service teams. This on-site role is located in Mumbai, with responsibilities including resolving technical issues, following standard processes, and ensuring customer satisfaction.

The candidate should have 5-7 years in IVD service, clinical laboratory experience, and proficiency in MS

Formación

• Education as Biomedical/ Electronics/Instrumentation, M.Sc./BE/B.Tech.
• Minimum 5-7 years experience in IVD service, application or clinical laboratory.
• Proficiency in MS Word, Excel, and PowerPoint.

Responsabilidades

• Provide first-level telephonic technical customer support with clear communication and teamwork with supervisor and operations teams.
• Follow standard processes and procedures; provide second-level technical support when needed.
• Respond to customer calls, assess requirements, and determine the best resolution path.
• Resolve issues with optimal fix rate to improve efficiency; escalate when required.
• Interact with customers to capture feedback and ensure CSAT data is recorded.

Conocimientos

Communication skills

Teamwork

Educación

Biomedical/ Electronics/Instrumentation, M.Sc./BE/B.Tech

Herramientas

MS Word

Excel

PowerPoint

Descripción del empleo

Job Summary

The Senior Specialist- Technical Customer Support is responsible providing high quality (1st Level) telephonic service response to the clients with good communications skills and teamwork skills to work with his supervisor and the field service and applications operational team. The goals of his/her activities are to help to create and maintain a high level of customer satisfaction and a good company image.

This position reports to the Team Lead - Technical Excellence Center, is part of the Customer Support, SWA located in Mumbai and will be an on-site role.

In this role, you will have the opportunity to:

• Provide technical assistance to the customer and resolve technical and application issues.
• Follow standard processes / procedures.
• Provide Second level technical support / redirect to appropriate resources.
• Respond to customer calls and assess customer requirement and determine the best way.
• Resolve a customer problem at optimal fix rate to achieve efficiency.
• Apply advanced clinical laboratory knowledge experience with the ability to support customer escalation and troubleshooting.

• Monitor and collect customer complaint data in order to enhance customer satisfaction.
• Prioritize and work to deadlines.
• Think Logically and creatively with an ability to facilitate issue resolution.
• Be capable of dealing with conflicts (Internal, External) and turn conflicts into opportunity for improvement.
• Interact with customers to understand and capture CES CSAT Survey Feedback on weekly basis and channelize to its appropriate recording in system.

Requirements

• Education: Biomedical/ Electronics/Instrumentation, M.Sc./BE/B.Tech
• Experience: Minimum 5 - 7 Years Experience in IVD Service, application or Clinical Laboratory.
• Essential Skills : Proficiency in MS Word, Excel, and PowerPoint.

Preferred Qualifications

• Field service/ Application in Biochemistry, Immunology, Hematology.
• Working experience as Phone support specialist.
• Working as Lab technologist in Hospital.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.