Juleb - Digital Pharma Company
Tips: The person would be responsible to make sure all customer technical issues are being reported and resolved in a resilient manner, working side by side with other team members under the customer success department as well as bridging with other depts such as technical and sales.
Responsibilities
Identifies, investigates, and resolves customers’ problems related to Juleb digital products.
Consults with customers to determine steps and procedures taken to identify and resolve the problem.
Applies knowledge of program development, hardware configuration, and others to solve problems.
Guides customers through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
Collaborates with other CS / technical staff to research and resolve problems.
Collaborates with programmers to explain errors and/or recommend modifications in programs.
Offer support throughout calls, chat, email, and/or other communication, making sure connecting with customers is seamless.
Align with the technical team to ensure all customer system needs are covered.
Lead the support team in making sure all SLAs / Objectives are achieved.
Maintains knowledge of technology innovations and trends.
Performs other related duties as assigned.
Qualifications
Experience 4-6 years in an equivalent field
Bachelor’s degree or equivalent.
Analytical and process-oriented mindset.
Ability to work effectively across multiple departments in a deadline-driven environment.