Technical Support Associate (Hindi-Speaking)

Receive inbound Customer calls and email communications and address in a professional and friendly manner

Review prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned

Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking theappropriate questionsto support resolution

Document complaints and inquiries using theappropriate guidelinesand procedures to ensure completeness and accuracy of the records

Communicate complaint investigation conclusions to customers through written reports and phone conversations

Resolve and address any complaints or inquiries withinthe target timelines described within the key performance indicators for individuals theteamand the company

Continually evaluate andidentifyopportunities to drive process improvements that positivelyimpactteam performance and customer experience

Develop andmaintainareas of expertise in product specialtiesfor role; sharing and expanding knowledge within theARDxTechnical Support team

Execute applicable Quality System processes

Maintain ability tocomply withbusiness continuity plan(i.e.Work remotely if)

Other duties as assigned

Assume responsibility and accountability for daily tasks andhighlightsany risk to Technical Support Team Lead/Supervisor.

Support customers in different market time zones asfor the position.

Minimum Qualifications: 3rd Level Certificate Diploma or Degree in relevant disciplinei.e.but not limited to Science Biomedical Medical Transcription Healthcare Services Nursing Engineering discipline.

Minimum1-yearof experience required working in a medical/clinical environment or in customer facing support role in an associated industry andbecapable of providing excellent customer experience with challenging technical complaints.

Fluency in thelanguagefor the role.

Demonstrates the application of problem-solving methodologies detail-oriented a critical-thinker experienced at investigating and resolving complex issues

Demonstrates an understanding of the requirements ofTechnicalwriting.

Computer Literate; proficient in MS Word PowerPointExceland Outlook

Fluency in a secondlanguageis a distinct advantage

Strong written and verbal communication skills

The role is officebasedbut a degree of flexibility is.

Ability to take ownership organizeworkloadand change priorities quickly.