Technical Support Specialist at Drugstoc eHub Limited

Job Summary

• The Technical Support Specialist provides timely, accurate, and professional technical assistance to DrugStoc’s customers and internal users, ensuring a seamless experience with the company’s pharmaceutical technology platform.
• The role involves responding to support tickets, diagnosing and resolving technical issues, and serving as a key liaison between customers and internal product and engineering teams.
• The specialist also supports customer onboarding, documents recurring issues, and contributes to continuous platform improvement while maintaining high service standards.

Key Responsibilities

• Serve as the primary contact for customers experiencing technical issues across phone, email, or chat.
• Diagnose and resolve technical problems, including access issues, order processing errors, and system bugs.
• Log, track, and manage support tickets with clear documentation of issues and resolutions.
• Escalate complex issues and collaborate closely with engineering and product teams.
• Support customer onboarding, training, and adoption of the DrugStoc platform.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Monitor support performance against service level agreements (SLAs).
• Respond to urgent incidents and provide timely updates during system outages.