Patent Support Level - 1 (Customer Care Support)

Job Description: Patient Support – Level 1 (Digital Channels)

Job Title: Digital Health Support Executive (Omni Channel)

Industry: Healthcare / Medical Devices

Location: Bangalore (On-site)

Experience: 2+yrs

Employment Type: Full-time

Candidate preference: Male and Female

About the Company

A Bangalore-based system engineering and healthcare technology company established in

2017, specialising in the design and development of high-quality medical devices. The

organisation focuses on creating innovative solutions that support accurate respiratory

diagnostics, effective disease management and improved clinical outcomes.

With a strong emphasis on research and development, engineering excellence and

sustainable innovation, the company aims to make advanced healthcare technology more

affordable and accessible. Its multidisciplinary team of engineers, designers and clinicians

collaborates to develop indigenous, technologically advanced medical solutions that

enhance patient care and contribute to the advancement of global respiratory healthcare.

Website : https://icaltech.com/

About the Role

We are looking for enthusiastic and customer-focused professionals to join our Customer

Support team. The role involves assisting customers with their queries related to medical

devices, providing initial-level support, and ensuring a smooth customer experience.

You will be the first point of contact for customers and will coordinate with the

technical/service engineering team whenever further assistance is required.

- Handle inbound and outbound customer support calls.

- Assist customers with queries related to medical devices and their basic usage.

- Provide Level 1 support and resolve basic customer concerns.

- Understand customer issues and guide them towards appropriate solutions.

- Coordinate with service engineers and technical teams for complex issues.

- Maintain customer interaction records and update details in the CRM/ERP system.

- Follow up with customers to ensure timely resolution of their queries.

- Escalate unresolved issues to the concerned departments.

- 2 years+ of experience in Customer Support, Customer Care or Customer Service.

- Excellent verbal communication and interpersonal skills.

- Basic computer knowledge and familiarity with CRM/ERP systems.

- Strong listening, problem-solving and customer-handling skills.

- Patient, empathetic and customer-oriented approach.

- Experience in healthcare, medical devices or a related industry will be an added

advantage.

- Opportunity to work in the growing healthcare technology industry.

- Exposure to innovative medical devices and healthcare solutions.

- Learn and develop customer support and product knowledge.

- Work with a collaborative team of professionals.

- Good command of English and regional language proficiency (Hindi, Marathi, Tamil,

Telugu, or Kannada) is an advantage