Position: Customer Service Advisor
Location: Pune, India
Context and Purpose of the Job
The Helpdesk Support staff is responsible for providing exceptional customer support to our users, primarily focusing on our specialized 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, the Helpdesk Support will play a key role in maintaining operational efficiency and contributing to the overall success of our Customer Service Team.
Main Responsibilities
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Respond to customer inquiries and technical issues via phone, email, or chat, providing prompt and professional assistance to 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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Ensure confidentiality of sensitive and proprietary information; adheres to company security policies.
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To become proficient in RioMed’s healthcare software and keep up to date with changes.
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Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or testers)
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Prioritize and manage several open issues at one time
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Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals
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To attend regular service meetings with RioMed’s customers
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To 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
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This document serves as a guide to your role, outlining your primary responsibilities. You may be called upon to fulfil other duties aligned with your position as needed.
Requirements
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Minimum 2 years of experience in customer support role.
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Willingness to work in UK shift hours to support business operations.
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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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Additional certification in Microsoft, MYSQL or Testing technologies is a plus
Please note that strong English communication skill is essential for this role, and shortlisted candidates will be required to take an English writing test as part of the selection process.
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
