Customer Care Specialist

Job DescriptionJob Title: Customer Care Specialist Location: Hyderabad, Telangana, India (In-Office) Department: Customer Success Experience Range: 2-4 Years Employment Type: Full-time You will be the first point of contact for our Pharmacovigilance (PV) clients, providing timely and professional technical support. This role is essential for ensuring a positive customer experience by troubleshooting issues, answering product questions, and escalating complex problems to ensure a swift resolution. Responsibilities: Provide frontline technical support to clients via email, phone, and ticketing systems for our PV Safety Product Suite.

Triage, troubleshoot, and resolve technical issues related to our Generative AI solutions, data pipelines, and infrastructure. Clearly document and track all client interactions and issue details. Translate non-technical issue descriptions from clients into clear technical details for escalation to engineering or LLM Ops teams.

Collaborate closely with engineering, support, and client teams on escalated issues, ensuring seamless communication. Create and maintain articles for our client-facing knowledge base and internal documentation. Assist clients with \"how-to\" questions and guide them on product best practices.

Required Skills and Qualifications: Bachelor's degree or equivalent practical experience. 2-4 years in a customer support, technical support, or help desk role for a software product. Excellent communication and interpersonal skills, with a strong emphasis on customer service. Strong troubleshooting and problem-solving abilities.

Ability to manage multiple priorities and work effectively in a fast-paced environment. Proactive attitude to learn new technologies. Desired Skills and Qualifications: Experience in healthcare/pharma IT products and processes.

Familiarity with Pharmacovigilance concepts or safety databases. Experience supporting AI-driven or complex data-oriented products. Experience with ticketing systems (e.g., Jira, Zendesk).