Customer Support Representative

Job Title: Customer Support Representative

Location: Powai, Mumbai (Onsite)

Experience: 1 to 3 Years

Job Type: Fulltime

Notice Period: Immediate to 15 days

Job Description:

 We are looking for a Customer Support Representative to be the primary point of contact for customers, patients, and caregivers. The role involves providing product guidance, troubleshooting support, regular follow-ups, and ensuring a positive customer experience.

Key Responsibilities

• Provide prompt and courteous support through phone, email, and other communication channels.
• Regularly follow up with customers, including cases with and without outstanding issues.
• Guide Parkinson's patients, older adults, and caregivers on the correct use of the WALK wearable mobility aid.
• Troubleshoot basic product/technical issues and coordinate with the Product and Engineering teams when required.
• Record customer interactions and raise/track tickets in the CRM system.
• Collect and communicate customer feedback to relevant internal teams.
• Stay updated on product features, updates, and support processes.
• Ensure a compassionate, patient, and professional customer experience.

Requirements

• 1–3 years of experience in Customer Support, Customer Service, Technical Support, or a similar role.
• Healthcare or medical device experience is preferred.
• Excellent verbal and written communication skills.
• Strong empathy, patience, and interpersonal skills.
• Comfortable interacting with patients, caregivers, and older adults.
• Ability to troubleshoot basic product/technical issues.
• Experience using CRM/customer support tools.
• Ability to work independently and collaboratively in a fast-paced startup environment.