Previously done customer support role. Document use cases and feature requests. Understand user goals and their desired outcome from using the product. Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps. Debug user's issues and create reproducible test cases for engineers to resolve. Create and maintain product-related documentation, internal and external. Respond to user's technical support requests and feature-related questions Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer/users issues. Your ability to work in a complex networking environment will also make you an ideal candidate. You will support the users by acting as the liaison between the customer and other internal teams. The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience. Our goal is to make healthcare accessible to every patient and bring it within their price range. Our motto is to deliver value-added solutions for Indian patients beyond just pills. 
Enhance customer delight by first time resolution of queries.Handle escalations, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.Identify and assess customers’ needs to achieve satisfaction Conduct students’ orientation sessions.Effectively manage students' / teachers' queries to ensure smooth operation of the online classes.Coordinate internally to resolve customer queries.Provide accurate, valid and complete information over Calls, Emails, Chats etc.Process customer requests within TAT and adhere to quality metrics.Working 6 days a week and rotational shifts (does not include night shifts).Ability to deliver under pressure and meet daily targets.Ability to multitask, prioritise, and manage time effectively.Should have excellent communication skills (data and calls).
In the last 11 years, SMA has built a presence with students from over 80 countries with over 35,000 students across online, schools and corporates and affiliate centres. Shankar Mahadevan Academy launched the first ever online music Academy in March 2011. Shankar Mahadevan Academy (CloodOn Musica Pvt Ltd) was founded under the guidance and leadership of the award-winning composer and singer Shankar Mahadevan.
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