Job Description
US Tech Solutions (www.ustechsolutions.com) is a professional services firm headquartered in Jersey City, New Jersey with offices in Noida, Kolkata and Hyderabad. We are seeking BPO professionals for our office in Noida. Detailed job description is listed below.
Customer Service Representative - Medical Device Helpdesk Support
Position Details:
- Work Location – C-2, Sector 59, Noida
- Saturday to Wednesday (5 Days)
- 6 AM to 3 PM IST (Early Morning Shift)
- Approx. 24 months contract
Education (Required)
- Bachelor's Degree in any field. Nursing/Pharma/Biotech/related domains are preferred but not a requirement
Experience:
- Minimum of 4-6 years (Customer Service in BPO environment)
- Experience in handling in-bound technical support/helpdesk calls in an international/domestic BPO
- Troubleshooting of medical devices/equipment in hospitals/health care centers/pharmaceutical domain/call center environment
- Must have excellent communication skills
Responsibilities:
- Supporting customers in troubleshooting of medical devices/related equipment over the internet/phone.
- Resolving customer complaints based on SOPs/Procedures/Knowledge assimilated during training & accurately documenting the call including:
- Customer/Caller Details
- Issues Faced
- Solution/Steps/Procedures performed on the devices to solve the issue.
- Escalation Notes for supervisor in case query was not resolved.
- Responsible for daily reporting of all the calls received and resolutions provided and share critical/escalation calls with supervisor for next day follow up to ensure issue was fixed without reoccurrence.
- Perform customer/patient satisfaction surveys to obtain feedback for improvement.
Qualities
- Excellent communication skills and command over English Language
- Customer Service Orientation
- Punctuality and ability to complete tasks as per deadlines.
- Timeliness – reporting to workplace as per reporting instructions.