Panel Support Coordinator

At Konovo we are transforming the healthcare industry by delivering real-time insights that drive innovation. Our mission is to empower life sciences organisations with data-driven intelligence, enabling early disease detection, proactive intervention, and improved healthcare decision-making.

Konovo provides healthcare organisations with access to over 2 million healthcare professionals - the largest network of its kind globally. With a workforce of over 200 employees across 5 countries: India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States, we collaborate to support some of the most prominent names in healthcare. Our customers include over 300 global pharmaceutical companies, medical device manufacturers, research agencies, and consultancy firms.

As we transition from a service-oriented model to a product-driven platform, we are expanding our hybrid Bengaluru based team. We are looking for a Panel Support Coordinator who will contribute to our mission by supporting our members and participants in market research. As Panel Support Coordinator you will work to ensure members and participants have a positive and rewarding experience throughout their interactions with Konovo. This work is critical to help set us apart from the marketplace, and

**How You'll Make an Impact**:

- Ensure panel member satisfaction by responding to, troubleshooting, and resolving Help Desk tickets in a timely, professional and competent manner in accordance with our Customer Service guidelines
- Communicate and coordinate internally with fellow Panel Support Coordinators, technical support and operations staff to report and support in resolution issues
- Investigate payment history and other reward related queries:
- Determine status of gift cards, re-send undelivered gift cards, escalating issues to the Senior Panel Support Coordinator or Manager when necessary
- Determine status of PayPal payments, escalating issues to the Senior Panel Support Coordinator or Manager when necessary
- Assist panel members with account updates in accordance with company policies regarding maintenance of the membership database
- Provide feedback on the efficiency of the Panel Support service processes, including identification of overarching inefficiencies/problem areas and the presentation of proposed solutions
- Work to improve SOPs related to organizing/responding to Help Desk tickets
- Assist in maintaining the membership community by identifying and investigating account issues, updating records, and (re)validating panel members as needed
- Document and address bad data issues reported in accordance with the company Bad Data Policy
- Support and assist with engagement/recruitment efforts and initiatives developed by the Panel Team

**What We're Looking For**:

- A proactive and strategic thinker with strong analytical and problem-solving skills.
- 2+ years of experience in Helpdesk, customer service or technical support, preferably within a primarily English-speaking environment.
- Strong computer skills including proven working knowledge of Excel, Word, and Outlook.
- Fluent (speaking, reading, writing) in English
- Strong communication skills, both written and verbal, and the ability to work in cross-functional teams.
- Adaptability to thrive in a fast-changing environment while navigating challenges collaboratively.
- High attention to detail and proven ability to work in a fast-paced environment

**Why Join Konovo?**:

- Be part of a mission-driven organisation that is shaping the future of healthcare decision-making.
- Join a fast-growing global team with opportunities for professional growth and advancement.
- Enjoy a collaborative and hybrid work environment that fosters innovation and flexibility.
- Experience a workplace that puts employees first, offering a workplace designed for growth, well-being, and balance.
- Become a part of an organisation that prioritizes your well-being with comprehensive benefits, including group medical coverage, accident insurance, and a robust leave policy. Our employee-centric policies ensure a rewarding and fulfilling work experience.
- Make a real-world impact by helping healthcare organisations innovate faster.

This is just the beginning of what we can accomplish together. Join us at Konovo and help shape the future of healthcare technology