Job DescriptionJob Title: Customer Care Specialist
nLocation: Hyderabad, Telangana, India (In-Office)
nDepartment: Customer Success
nExperience Range: 2-4 Years
nEmployment Type: Full-time
nYou will be the first point of contact for our Pharmacovigilance (PV) clients, providing timely and skilled 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.
nResponsibilities:
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- Provide frontline technical support to clients via email, phone, and ticketing systems for our PV Safety Product Suite.n
- Triage, troubleshoot, and resolve technical issues related to our Generative AI solutions, data pipelines, and infrastructure.n
- Clearly document and track all client interactions and issue details.n
- Translate non-technical issue descriptions from clients into clear technical details for escalation to engineering or LLM Ops teams.n
- Collaborate closely with engineering, support, and client teams on escalated issues,



ensuring seamless communication.n
- Create and maintain articles for our client-facing knowledge base and internal documentation.n
- Assist clients with "how-to" questions and guide them on product best practices.n

nRequired Skills and Qualifications:
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- Bachelor's degree or equivalent practical experience.n
- 2-4 years in a customer support, technical support, or help desk role for a software product.n
- Excellent communication and interpersonal skills, with a strong emphasis on customer service.n
- Strong troubleshooting and problem-solving abilities.n
- Ability to manage multiple priorities and work effectively in a fast-paced environment.n
- Proactive attitude to learn new technologies.n

nDesired Skills and Qualifications:
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- Experience in healthcare/pharma IT products and processes.n
- Familiarity with Pharmacovigilance concepts or safety databases.n
- Experien

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