Careers

Customer Support Specialist

Vijayawada, Hyderabad
Full Time
Competitive

Join our customer support team helping behavioral health providers resolve issues and maximize their use of our EHR platform. You'll handle support tickets, troubleshoot problems, and guide users through system features. This role involves supporting critical healthcare operations where providers rely on our system for patient care, billing, and practice management. You'll troubleshoot everything from simple password resets to complex billing scenarios, always ensuring providers can focus on patient care. We need someone with strong problem-solving skills, patience with non-technical users, and the ability to learn complex healthcare workflows. Perfect for those who enjoy helping others and want to develop expertise in healthcare technology.

Responsibilities:

Respond to customer support tickets within SLA timeframes
Troubleshoot user issues via email, phone, and screen-sharing
Guide users through system features and functionality
Identify and escalate bugs to development team
Document common issues and solutions for knowledge base
Assist with billing-related questions and claim issues
Help users with report generation and data exports
Reset passwords and manage user access issues
Provide after-hours support for critical issues
Track and categorize support tickets for trend analysis
Collaborate with implementation team on new customer issues
Test bug fixes before confirming resolution with customers
Create support documentation and user guides
Maintain professional communication with frustrated users

Requirements:

Bachelor’s degree or equivalent experience
1-2 years in customer support or help desk role
Strong English communication skills (written and verbal)
Problem-solving abilities and analytical thinking
Patience with non-technical users
Ability to multitask and manage ticket queue
Experience with ticketing systems
Basic understanding of web applications
Willingness to work US hours (night shift)
Ability to remain calm under pressure

Will be a plus:

Healthcare or EHR system experience
Knowledge of medical billing and coding
SQL basics for data queries
Technical troubleshooting experience
Experience with behavioral health practices
ITIL or customer service certification
Experience with remote support tools
Understanding of HIPAA requirements

We offer:

Competitive salary with night shift allowance
Comprehensive platform training
Career growth opportunities
Performance bonuses
Supportive team environment
Work from home with potential office return
Exposure to US healthcare market