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Customer Support Associate
IBA Dosimetry
posted 19d ago
Job Role Insights
Key skills for the job
Job Description
- 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.
- Manage and dispatch all incoming customer communications (calls and emails) from both external (end users and distributors) and internal users in a timely fashion.
- 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
You have:
- 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.
- Ability to learn and apply newly acquired product training quickly.
- 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.
Employment Type: Full Time, Permanent
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