Role Purpose: Own the technical resolution of customer issues remotely, so that about 90% of issues are resolved over call or email without a site visit. The role reduces service cost and travel, leads technical training for support and field teams across India, and acts as the technical escalation point for internal teams and partners.

Role and Responsibilities:

Technical issue resolution

- Receive technical issues transferred by the support team from calls and emails (support mailbox) after they are categorised.
- Handle L1 and L2 technical troubleshooting and close 70 to 80% of technical calls remotely.
- Diagnose issues quickly by category, e.g. network issues as GSM (service provider) or Wi-Fi (customer router), and guide customers on the right first steps.
- Arrange site visits where the exact issue cannot be identified remotely, or transfer the ticket to the service desk.
- Guide field engineers over phone and video call on next steps, including when a device swap or replacement is required.
- Handle direct customer calls on the office number for both minor and major issues, resolving them over the call where possible.
- Support third-party machines connected to the company's communicator (e.g. Mac 2000, Philips), including reconfiguration after customer resets.

Ticket ownership and escalations

- Follow up with agents on tickets moved to the service desk until closure, tracking SLA and customer satisfaction.
- Close tickets on time with no delays and no escalations; take any escalation immediately to the next level of resolution.
- Take immediate decisions on repeated issues (customers reporting the same issue within one to three months)



and inform the manager of the decision and resolution.

Training

- Conduct technical training every three to four months, and whenever new or more complicated issues arise, so teams can resolve small issues themselves (e.g. Wi-Fi/network issues, soft reset).
- Train the customer support team, service desk, repeat agents, field service team and channel partners across India, including government business partners (Maharashtra, Odisha, Bihar).
- Provide training sessions to teams of service engineers, channel partners, sales and managers on request.

Team leadership

- Support the team in all situations, mainly on the technical side, and assign individual responsibilities such as backing up assets, reviewing minor issues and checking agents' tickets.
- Manage a team working in rotational shifts.
- Identify training gaps, e.g. ticket categorisation and prioritisation of emails, to prevent missed tickets and escalations.

Data, reporting and issue prevention

- Maintain data on the team's work and track which issues occur most often.
- Join the monthly meeting with the manager and team to review recurring technical issues (cable, machine or software) so they can be fixed at the back end and avoided.
- Prepare reporting data for presentations, using AI tools where helpful.





Field and cross-team support

- Travel with field engineers when required to physically inspect why an issue keeps recurring.
- Act as the technical support contact for service engineers, channel partners, sales persons and managers across India.
- Support the service team during manpower shortages with task allocation, task completion and closing service desk tickets.

Requirements:

Qualification: Diploma or degree in Electronics and Communication or a related technical field.

Experience: Prior experience in customer support and service desk roles, with hands-on technical troubleshooting of ECG devices and connectivity (GSM, Wi-Fi, network).

Language Preference: English, Hindi, Kannada, and one regional language.

- Robust technical knowledge of the company's devices, communicators, and connected third-party machines.
- Ability to think, decide, and respond to customers immediately, by issue category.
- Ability to deliver technical training to support, service desk, field and partner teams.
- Ownership of tickets through to closure within SLA, with sound escalation judgement.
- Excellent verbal and written communication skills with customers, field engineers and internal teams.
- Ability to lead and support a collaborative team working in rotational shifts.
- Ability to track issue data and identify recurring problems.
- Working knowledge of AI tools (e.g. ChatGPT) for email replies, technical research and reporting.
- Willing to travel to the field with engineers when required.

Work type: Work from Office

HQ location: Malleshwaram, Bangalore

📌 Technical Support Specialist (Bengaluru)
🏢 Tricog Health
📍 Bengaluru