Job 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 workplace.
- 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).

📌 Customer Care Specialist (Hyderabad)
🏢 Thinkwise Consulting
📍 Hyderabad