Website:
thinkwiseglobal.com
Job details:
Job Title: Customer Care Specialist
Location: Hyderabad, Telangana, India (In-Office)
Department: Customer Success
Experience Range: 2-4 Years
Employment Type: Full-time
You will be the first point of contact for our Pharmacovigilance (PV) clients, providing timely and professional technical support. This role is essential for ensuring a positive customer experience by troubleshooting issues, answering product questions, and escalating complex problems to ensure a swift resolution.
Responsibilities:
- Provide frontline technical support to clients via email, phone, and ticketing systems for our PV Safety Product Suite.
- Triage, troubleshoot, and resolve technical issues related to our Generative AI solutions, data pipelines, and infrastructure.
- Clearly document and track all client interactions and issue details.
- Translate non-technical issue descriptions from clients into clear technical details for escalation to engineering or LLM Ops teams.
- Collaborate closely with engineering, support, and client teams on escalated issues, ensuring seamless communication.
- Create and maintain articles for our client-facing knowledge base and internal documentation.
- Assist clients with "how-to" questions and guide them on product best practices.
Required Skills and Qualifications:
- Bachelor's degree or equivalent practical experience.
- 2-4 years in a customer support, technical support, or help desk role for a software product.
- Excellent communication and interpersonal skills, with a strong emphasis on customer service.
- Strong troubleshooting and problem-solving abilities.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proactive attitude to learn new technologies.
Desired Skills and Qualifications:
- Experience in healthcare/pharma IT products and processes.
- Familiarity with Pharmacovigilance concepts or safety databases.
- Experience supporting AI-driven or complex data-oriented products.
- Experience with ticketing systems (e.g., Jira, Zendesk).
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