Product Support Specialist (Customer Support)
Job details
Product Support Specialist – CareStack About Us Good Methods Global Inc is a global health-tech venture engineering CareStack™ - a powerful practice management cloud platform for dental practices in the US. CareStack™ empowers large dental groups as an all-in-one solution to increase productivity, minimize costs and improve patient dental care. Simply put, CareStack™ is rewriting the rules of what an intelligent solution should look like for dentistry. CareStack™ is a venture funded by the same VC funds whose portfolio include Facebook, Flipkart, Freshdesk, Dropbox, BookMyShow, and many other leading technology enterprises. We are constantly seeking to engage with passionate people with a high degree of personal accountability and an intense passion in building healthcare solutions that make a global impact. Responsibilities
- Be a specialist in the enterprise software of CareStack and the Business - US Dentistry - to be able to support external stakeholders of the software platform.
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with the team.
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing team
- Should be ready to work in US shift timing
- Graduates in any discipline with excellent verbal and written communication skills
- Experience as a First line Technical/Product Support Specialist or similar role
- Good analytical, problem-solving and system thinking ability
- Familiar with healthcare Industry will be a plus
- Experience using help desk software and remote support tools
- System knowledge of Enterprise ERP and CRM applications
- Self-starter and a good team player with the ability to multitask in a high-pressure, fast-paced environment
- Trivandrum
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