Customer Support Associate

13 hours ago

Chandigarh, India IBA Full time

**Requisition ID**:3595

**Location**:Chandigarh, IN

**Work regime**:Full-Time

**Kind of contract**:Open Ended Contract

**Mission**
As a member of the IBA family and acting as a leading player in the field of Quality Assurance in Radiation Therapy and Medical Imaging, IBA Dosimetry continuously innovates solutions that enhance quality and outcome of cancer treatments. Our products are distributed worldwide and we are very proud of our international cultural diversity. Employees from over 30 different nations come to work every day sharing the same passion for developing product solutions that protect, enhance and save lives.You consider yourself as a professional in your field yet you are also eager to learn continuously. Team spirit is part of your genes and new challenges boost your motivation.**Responsibilities**
- Systematically troubleshot, solve, and document customer complaints related to product issues by leveraging equal parts intuition and technical acumen. Routine follow-ups to ensure resolution and customer satisfaction.
- Communication with customers related to handling customer’s requests and complaints, providing answers and solutions in timely fashion and in accordance with implemented process.
- Acquire deep product knowledge (technical and physics related) with the goal of providing comprehensive responses to customer queries.
- Maintain detailed records of customer interactions, process customer accounts, and file documents.
- Escalate complex customer issues to appropriate support teams.
- Follow communication procedures, guidelines, and policies.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Remain continually informed and ready to deploy newly acquired knowledge towards resolution of new issues that may stem from recent product updates or newly discovered bugs.

**Requirements**:

- Master’s degree in Medical Physics from a recognized institution or Dip R.P from BARC(Govt. of India). - Clinical experience is most preferred.
- Intermediate familiarity with MS-Office Suite
- Excel, Powerpoint, Word, etc.
- Familiarity with applicable Medical Device Quality Systems (FDA, ISO).
- Basic knowledge of IT and networking fundamentals - In depth-networking knowledge and/or certification (e.g Cisco) is a plus.
- Proficiency in spoken and written English.
- Affinity for teamwork and well-developed interpersonal skills.
- Willingness to work nights, up to 33% of workdays.
- Self-driven mindset and ability to work independently.
- Devotion to customer success and a desire to put things right in under tight timelines.

**Life at IBA**

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