Product support specialist

2 weeks ago

Bengaluru, Karnataka, India Practo Full time
Job Description


What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?It's what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy.

Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality.

We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.
PSS are our front line support team that interacts with Doctors first hand. Theyprovide help with queries, troubleshoot technical issues and explain our process and policies to our doctors. They need to resolve fast with accuracy and quality. Need to report all product and process issues and escalate to TL. Escalate all issues that can't be resolved at their end. They need to ensure that we are providing a great customer experience through our communication.

Answer queries and issues of product functionalityDemonstrate excellent troubleshooting and problem solving skillsReport bugs and coordinate with the software engineers for eta and resolutionAbility to research and arrive at solutionAbility to timely escalate (Should know what to escalate & what to keep)Ensure complete documentation of all activities undertaken with respect to the ticket in the case logAdhere to the Process defined on both Operations and internal quality legendDemonstrate good product knowledge through monthly quiz2.


Customer Engagement:


Understanding customer behavior, expectations from the product, analyzing usage trends and product adaptability to increase usage and make the product sticky.

Work towards providing an excellent customer experience by going that extra mile on every interactionMust have:
Should be able to communicate clearlyLanguages - Hindi, Kannada, English,TeluguShould have a good understanding of Practo productsShould be aware of all the Process and Policies of the supporting productsNice to have:Min 1 year of experienceWork experience of working/ connecting with Doctors

Job ID

31483Job Type

ContractLocation

BengaluruExperience

  • 3 YearsBusiness Unit
Prime BookOrganization

PrimePosted

May 8th 2024Posted By

Zahid Afreed nShare

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