Location: Bengaluru

Work mode: Remote

Type: Full Time

Experience: 2–5 years

Key Skills: Customer Support Operations, Incident & Ticket Management, SLA Monitoring & Escalation Management, Cross-Functional Coordination, Customer Communication & Stakeholder Management, Service Control & Shift Handover, Root Cause Analysis & Issue Triage, Operational Reporting & Documentation

The Service Coordination & Ticket Control Specialist serves as the continuously available customer-facing control point for VisioGen support requests.

The role monitors the global customer portal, support mailbox and related service channels; acknowledges requests; creates and classifies tickets; performs first-level triage; routes cases to the correct resolver team; coordinates incidents; tracks SLAs; keeps customers informed; and maintains ownership until closure.

The specialist owns the customer-facing case and coordination process. Technical resolution remains with Forward Engineering, while data, clinical, quality, product and adoption matters are handled by their respective teams.

Responsibilities

• Continuously monitor assigned customer-support channels during the scheduled shift.
• Ensure the support portal, email inbox and ticket queues remain actively supervised.
• Respond promptly to new customer requests and system-generated alerts.
• Maintain uninterrupted ownership during the assigned service-control period.
• Immediately escalate any interruption to monitoring coverage.
• Create or validate a ticket for every customer request.
• Capture complete and accurate information, including- Clinic name and ID, Region, Customer contact, Affected location, Time the problem started, Affected workflow or service, Business and patient impact, Screenshots or supporting evidence, Severity, Resolver team, Link related or duplicate cases.
• Ensure no customer request remains unrecorded or dependent on an individual's inbox.
• Conduct structured first-level checks using approved runbooks.
• Determine whether the issue relates to- Website integration, Product availability, Lead or message processing, Notification delivery, Routing configuration, Clinic information or content
• Clinical-response quality, OD operational performance, User access, Reporting, Training or process understanding, Product enhancement
• Confirm whether the issue affects one clinic, multiple clinics or the overall platform.
• Collect sufficient information for the resolver team to begin investigation.
• Avoid unsupported technical, clinical or commercial conclusions.
• Assess urgency based on patient, clinic and business impact.
• Apply the approved severity framework consistently.
• Identify critical issues such as - Complete service outage, Failure affecting multiple clinics, Loss of patient inquiries, Major notification or routing failure, Potential privacy or security incident, Potentially unsafe clinical-response concern, Immediately escalate critical and high-impact incidents.
• Reassess severity when the impact changes.
• Route cases to the appropriate resolver team, including - Forward Engineering, Data Operations, Clinical Operations or Quality, Product Management, Customer Success, Implementation, L&D
• Ensure routing decisions are based on the issue type and not merely customer wording.
• Correct misrouted tickets promptly.
• Maintain ownership even when multiple internal teams are involved.
• Activate the appropriate incident-response process for critical cases.
• Mobilize the designated Forward Engineer or other resolver.
• Notify the Duty Manager or escalation manager.
• Establish an internal incident-coordination channel where required.
• Track investigation, mitigation, restoration and validation activities.
• Maintain a clear timeline of actions and decisions.
• Ensure critical incidents receive continuous ownership until stabilized.
• Acknowledge customer requests within the defined service target.
• Communicate clearly, professionally and without unnecessary technical language.
• Confirm - The issue has been recorded, The assigned priority, The team handling the matter, The next expected update
• Provide regular updates even when there is no final resolution.
• Avoid promising a resolution time that has not been confirmed.
• Ensure Forward Engineering and other resolver teams do not create conflicting communication threads.
• Escalate dissatisfaction or relationship concerns to Customer Success.
• Monitor acknowledgement, response, update and resolution targets.
• Identify cases approaching SLA breach.
• Follow up with resolver teams on stalled tickets.
• Escalate overdue, blocked or unowned cases.
• Review ticket backlog and ageing during every shift.
• Ensure high-priority cases remain visible until resolution.
• Review the resolver team's completion notes.
• Confirm the outcome with the clinic where required.
• Ensure the resolution is explained in customer-appropriate language.
• Document final action, validation and closure reason.
• Confirm that follow-up actions have named owners.
• Close cases only after the required checks are completed.
• Reopen or escalate cases where the issue remains unresolved.
• Conduct a structured handover at the end of every shift.
• Document - Active critical incidents, High-priority tickets, Cases awaiting, customer response, Cases awaiting internal action, SLA risks, Planned customer updates
• Recently resolved issues requiring monitoring
• Verbally hand over critical matters where required.
• Remain accountable until the incoming specialist has accepted ownership.
• Maintain accurate ticket records and status information.
• Support daily and weekly reporting on - Ticket volumes, Categories, Severity, Acknowledgement performance, Routing accuracy, SLA compliance, Backlog, Ageing, Reopened cases, Recurring issues
• Identify trends that may indicate product defects, data errors, process gaps or training needs.
• Contribute to service-control runbooks and knowledge articles.
• Provide enhanced service-control coverage during planned clinic launches.
• Coordinate closely with the assigned Implementation Specialist.
• Prioritize launch-related issues according to the agreed command structure.
• Support additional coverage during major releases, migrations or regional launches.
• Support-channel coverage compliance
• Average first acknowledgement time
• Percentage of tickets correctly categorized
• Ticket-routing accuracy, Critical incident escalation time, SLA achievement rate
• Percentage of customer updates delivered on time, Ticket backlog and ageing
• Number of tickets without an assigned resolver, Shift handover compliance
• Ticket reopen rate, Customer satisfaction following case closure
• Documentation completeness, Number of missed, duplicate or unrecorded requests

Qualifications

• Bachelor's degree or equivalent qualification in Business, Operations, Information Technology, Healthcare or a related area.
• Approximately 2–5 years of experience in service operations, customer support, technical coordination, incident management, command-centre operations or a service desk.
• Experience working with ticketing platforms and SLA-based processes.
• Strong written and spoken English.
• Experience supporting international customers is preferred.
• SaaS, healthcare, medtech or regulated-industry experience is preferred.
• ITIL, incident-management or service-management training is advantageous but not mandatory.
• Strong customer communication, First-level triage, Ticket classification and routing, Incident coordination, SLA and backlog management, Attention to detail, Structured documentation
• Calm decision-making during critical incidents
• Cross-functional coordination, Shift discipline, Ownership and follow-through
• Ability to prioritize multiple active cases
• Ability to communicate across cultures and time zones
• This is a 24×7 rotational-shift role.
• Shift work may include nights, weekends and public holidays.
• The specialist must remain continuously available to the assigned support queues during the shift.
• Formal shift handover is mandatory.
• The specialist assigned to service-control duty must not simultaneously lead long customer meetings, training sessions or implementation workshops that prevent active queue monitoring.
• The specialist owns customer acknowledgement, ticket control, coordination, communication and closure tracking.