Product Support Specialist

Full Job Description
Control Tower Executive

It's what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

Designation : Control Tower Executive

Job Description


Control Tower Executives are our front line support team who interact with Doctors first hand. They provide help with queries, troubleshoot technical issues and explain our process and policies to our doctors. They need to resolve fast with accuracy and quality. Need to report all product and process issues and escalate to TL. Escalate all issues that can’t be resolved at their end. They need to ensure that we are providing a great customer experience through our communication.

Answer queries and issues of product functionality
Demonstrate excellent troubleshooting and problem solving skills
Report bugs and coordinate with the software engineers for eta and resolution
Ability to research and arrive at solution
Ability to timely escalate (Should know what to escalate & what to keep)
Ensure complete documentation of all activities undertaken with respect to the ticket in the case log
Adhere to the Process defined on both Operations and internal quality legend
Demonstrate good product knowledge through monthly quiz

2. Customer Engagement:

Understanding customer behavior, expectations from the product, analyzing usage trends and product adaptability to increase usage and make the product sticky.
Work towards providing an excellent customer experience by going that extra mile on every interaction
Must have:

Should be able to communicate clearly
Languages - Hindi, Kannada, English,Telugu
Should have a good understanding of Practo products
Should be aware of all the Process and Policies of the supporting products