Position: Customer Support Executive
Location: Pune, India
Reporting To: Customer Service Manager
Context and Purpose of the Job
Customer Support Executive staff are responsible for providing exceptional customer support to our users, primarily focusing on our specialised healthcare software, Cellma. The position involves troubleshooting and resolving IT issues, offering insightful guidance, and ensuring a seamless user experience. With a strong emphasis on problem-solving and communication, Helpdesk Support plays a key role in maintaining operational efficiency and contributing to the overall success of our Customer Service Team.
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Respond to customer enquiries and technical issues, providing prompt and professional assistance to resolve and minimise client service issues
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Accurately document all support requests, actions taken, and resolutions in the company’s ticketing system.
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Efficiently manage ticket allocations from creation through to close, within SLAs and KPIs.
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Ensure confidentiality of sensitive and proprietary information; adheres to company security policies.
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Become proficient in RioMed's healthcare software and keep up to date with changes.
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Engage with clients through screenshares and remote meetings to gather and share information relating to ticket resolution. Assist in internal and external training on our software system Cellma.
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Maintain high standards of customer service at all times.
Additional Note
Requirements
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Proven experience in a helpdesk or customer service role.
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Proficiency in common IT tools and software, including MS Office applications
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Excellent verbal and written communication skills, strong problem-solving abilities, and a customer-centric attitude
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Ability to manage multiple tasks, prioritize effectively, and work efficiently under pressure.
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Ability to work collaboratively with colleagues and contribute to a positive team environment.
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Basic technical skills, including the ability to diagnose simple IT issues, perform routine system checks, or configure standard applications, and escalate more complex problems appropriately.
Line of Reporting
Benefits
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Hybrid Work
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Group Medical Policy (for spouse and kids)
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12 Paid Training Days
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Competitive Rewards & Recognition Programme – Merit System
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Wealth Management Sessions
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20 Paid Annual Leaves
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Opportunity to travel in India and abroad
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Opportunity to be transferred to other RioMed offices
