Role & responsibilities
- Serve as the primary point of contact for patients, hospitals, distributors, and healthcare partners for product-related queries and support.
- Handle incoming calls, WhatsApp/messages, emails, and other customer support channels professionally.
- Guide customers and users on the usage, application, connectivity, and basic troubleshooting of ECG monitoring devices.
- Assist patients and healthcare partners throughout the device usage and monitoring process.
- Coordinate with internal technical, operations, and medical teams to resolve customer and device-related issues.
- Monitor ongoing cases and ensure timely follow-up until resolution.
- Understand and document customer complaints, technical issues, device related concerns, and service requests.
- Escalate critical patient-related or technical issues to the appropriate team without delay.
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
- Support the team in coordinating ECG reports, patient data, and related documentation.




- Ensure clear and professional communication while dealing with patients, especially in sensitive or high-pressure situations.
- Coordinate with distributors and healthcare professionals for device deployment, support, and issue resolution.
- Follow defined SOPs and maintain confidentiality of patient and healthcare related information.
- Contribute to improving the overall customer experience by identifying recurring issues and sharing feedback with the relevant teams.

Required Skills & Qualifications
- Bachelors degree in Healthcare, Life Sciences, Nursing, Biomedical Engineering, or a related field.
- 13 years of experience in customer support, healthcare support, medical devices, hospital operations, or a related domain.
- Candidates with experience in medical devices, ECG, cardiac monitoring, healthcare technology, or SaaS-based healthcare products will be preferred.
- Positive understanding of basic healthcare terminol

📌 Support Executive (Ahmedabad)
🏢 Hops Healthcare
📍 Ahmedabad