Customer Support Specialist

Ehr Your Way; Hyderabad; Remote; INR 300,000 - 520,000; Full time

Benefits offered by this job

Competitive salary with night shift allowance

Performance bonuses

Supportive team environment

Work from home with potential office return

Job summary

A leading healthcare technology company in Hyderabad seeks a Customer Support Specialist to assist behavioral health providers with our EHR platform. The role involves handling support tickets, troubleshooting user issues, and guiding customers through system features. Candidates should have a Bachelor's degree and 1-2 years of customer support experience, with strong communication skills and patience for non-technical users. We offer competitive salaries, night shift allowances, and a supportive team environment, with potential for remote work opportunities.

Qualifications

• 1-2 years in customer support or help desk role.
• Basic understanding of web applications.
• Willingness to work US hours (night shift).
• 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.

Responsibilities

• Respond to customer support tickets within SLA timeframes.
• Troubleshoot user issues via email, phone, and screen-sharing.
• Document common issues and solutions for knowledge base.
• 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.

Skills

Strong problem-solving skills

Patience with non-technical users

Strong English communication skills

Ability to multitask

Analytical thinking

Education

Bachelor’s degree or equivalent experience

Tools

Ticketing systems

Remote support tools

Job description

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
• 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
• Performance bonuses
• Supportive team environment
• Work from home with potential office return