Customer Support Centre Specialist
Job Description:
Key Responsibilities:
Maintain and improve quality systems
Provide customer support via phone, email, and dashboard monitoring
Handle Level 1 & Level 2 technical support
Troubleshoot hardware, software, and reagent issues
Coordinate with cross-functional teams for issue resolution
Manage and track service tickets and case follow-ups
Ensure high customer satisfaction (NPS improvement)
Perform proactive instrument monitoring and customer support
Role Expectations:
Deliver accurate and timely technical assistance
Maintain professionalism in challenging situations
Ensure proper documentation and communication with teams
Promote remote support as first point of contact
Requirements:
2–3 years of clinical lab / technical support experience
Background in Biomedical / Life Sciences
Strong problem-solving and communication skills
Experience with lab analyzers (preferably Abbott systems)
Multilingual proficiency (Gujarati, Bengali, South Indian language along with Hind, English)
Key Metrics:
Customer Satisfaction (NPS)
First Call Resolution Rate
Phone Resolution & Abandon Rate
Service Ticket Compliance
Additional Details :
Experience: 2+ years
Gender : Any
Working days - 6 Days (Mon - Sat)
Work timings - 8 AM to 4 PM, 10 AM to 6 PM, 9 AM to 5:00 PM, 11:00 AM to 6:00 PM (Any 8 hours will be allotted by the manager)
Location - Santacruz
Contract period, auto-renewable or not: 1 year. Can be renewed with evaluation.
On Third Party Payroll (Talisman HR)
Interested can share updated cv on search@talismanstaffing.com or What's app : 9136435341
Company Profile
Our client is a MNC into Manufacturing and Sales of --- Devices
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