This is a remote position.
About ZEISS VisioGen
ZEISS VisioGen is transforming ophthalmology through AI-powered clinical communication solutions that enhance patient engagement and improve healthcare delivery. By combining Generative AI with human clinical expertise, we build scalable, secure, and production-ready healthcare solutions for global customers.
As part of our Global Customer Implementation & Service Operations team, you will play a critical role in ensuring exceptional customer support by acting as the first point of contact for customer incidents, coordinating cross-functional teams, and maintaining service excellence across our global operations.
Role Summary
The Service Coordination & Ticket Control Specialist is responsible for managing customer support requests from initiation through closure. This role acts as the central coordination point for all incoming customer tickets by monitoring service channels, performing first-level triage, assigning issues to appropriate resolver teams, managing SLA compliance, coordinating incidents, communicating with customers,



and ensuring successful resolution.
This role does not perform technical troubleshooting but ensures that every customer request is accurately captured, routed, tracked, communicated, and resolved efficiently.
The specialist maintains ownership of customer cases throughout the ticket lifecycle while coordinating with Engineering, Product, Data Operations, Clinical Operations, Customer Success, Implementation, and Learning & Development teams.
Key Responsibilities
1. Service Monitoring
Monitor customer support channels throughout assigned shifts.
Continuously monitor:
Customer Portal
Support Mailbox
Ticket Queues
Service Alerts
Respond promptly to all incoming customer requests.
Ensure uninterrupted queue monitoring during assigned shifts.
Escalate any interruption in service monitoring immediately.
2. Ticket Management
Create, validate, and maintain support tickets for every customer interact

📌 Service Coordination (India)
🏢 ZEISS VisioGen
📍 India