Job Details

Job Description:

• Monitor the CSD queue.
• Serve as the initial point of contact for clients via phone calls and chats, promptly addressing inquiries and requests.
• Document interactions accurately in ticketing tool, escalate complex cases to next level or technical teams, collaborate with the healthcare team, and stay updated on medical trends to enhance client support processes.
• Ensure exceptional client experiences by displaying professionalism, patience, and a client-centric approach.
• Manage client interactions efficiently following established protocols, utilizing the hospital's knowledge base for relevant solutions.
• Prioritize the incident based on the incident log and customers.
• Provide on-call support for all clinical service requests like password reset, account unlock etc.
• Clarification on the application training.
• Identifying the issue; routing the tickets to the respective assignment groups.
• For the VIP customers; if L1 team is unable to the resolve the issue then they will patch the L2 engineers on the call.