Support Technician

Support Technician | scanO. Company: Trismus Healthcare Technologies Pvt. Ltd. (scanO). Location: Pune, Corporate Office. Employment Type: Full-time, On-site. Reports To: Head of Customer Support / Operations. Working Days: 6 days per week. Schedule: Monday-Saturday or Sunday-Friday, based on team allocation.

About scanO: scanO builds AI-powered oral health screening solutions for dental clinics, including scanO air, our screening unit; scanO engage, our practitioner platform; and scanO care, our patient app. Over 400 units are live across clinics in India, the UK, UAE, and South Africa. When something does not work, clinics rely on our support team. How quickly and effectively we resolve those issues directly impacts their experience with scanO.

Role Overview

We are looking for a technically strong and customer-focused Support Technician to join our support desk. Clinics will reach out through email, phone, and WhatsApp with issues ranging from the scan will not start to this AI report looks incorrect. You will diagnose issues, resolve what you can remotely, escalate technical problems to the appropriate engineer or field technician, and follow through until the clinic is operational again. You will also maintain accurate records of our installed device fleet and help convert real customer issues into actionable feedback for our product, engineering, ML, and clinical teams. This is a technical support role, not a call centre role. You should be able to understand how the device, application, and network work together well enough to isolate and troubleshoot faults remotely.

Key Responsibilities

• Own the Support Queue: Respond to support requests received through email, phone, and WhatsApp within defined response timelines. Log every issue, maintain accurate statuses, and close the loop with the clinic.
• Diagnose Issues Remotely: Troubleshoot device, application, connectivity, and user-related issues through phone, chat, and screen sharing. Reproduce issues wherever possible before escalating them.
• Escalate Follow Through: Raise clear and reproducible bug reports for the engineering team, including logs, unit ID, firmware version, and reproduction steps. Track escalations until resolution and keep the customer informed.
• Coordinate Field Service: Coordinate technician visits, part replacements, and unit returns with the operations team. Track units from pickup through service and redeployment.
• Maintain the Fleet Record: Keep accurate records of installed units, including clinic details, unit serial numbers, firmware versions, warranty status, open faults, and service history.
• Report AI Output Corrections: Collect cases where clinicians dispute or correct AI-generated reports and share them with the ML and clinical teams, along with relevant images and context.
• Identify Recurring Patterns: Prepare a weekly summary covering support volumes, recurring faults, and major issue drivers to help the team address root causes instead of individual symptoms.
• Build the Knowledge Base: Create and maintain troubleshooting guides, FAQs, and clinic-facing how-to documentation as the product evolves.
• Support the Field Team: Provide remote technical assistance during installations, camps, demos, inaugurations, and escalations.

Requirements

• Diploma or degree in Engineering, IT, Computer Science, or a related technical field
• 1-3 years of experience in technical support, service desk, field service, or device support
• Strong freshers with demonstrated technical aptitude may also be considered
• Comfortable troubleshooting hardware, mobile/web applications, Wi-Fi, and basic networking
• Clear spoken and written English and Hindi
• Marathi or another regional language is an advantage
• Ability to explain technical solutions clearly to dentists, receptionists, and other non-technical users
• Ability to remain calm and professional while handling frustrated customers
• Strong discipline around issue logging, ownership, follow-ups, and closure
• Comfortable using spreadsheets and ticketing/CRM tools

Nice to Have

• Experience with medical, diagnostic, or imaging devices
• Familiarity with Zoho CRM/Helpdesk or similar tools
• Basic understanding of computer vision or AI model outputs
• Willingness to travel occasionally for installations or escalations

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.