Product Support Specialist 1

ModMed Technologies India Private Limited; Hyderabad; On-site; INR 420,000 - 680,000; Full time

Benefits offered by this job

Meals & Snacks

Health Insurance

Wellness Allowance

Leaves & Holidays

Parental Leave

Company Holidays

Job summary

ModMed Technologies India Private Limited is seeking a Product Support Specialist I to deliver exceptional client service and ensure smooth resolution of client issues. You will be the first point of contact, addressing queries and advocating for continuous improvement in the client experience.

This role focuses on frontline omnichannel support, precise documentation, and ownership of tickets, while collaborating with internal teams to implement robust solutions and optimize workflows in a

Qualifications

• Bachelor's degree required.
• 1–2 years in client-facing, tech-savvy support or customer service.
• Strong troubleshooting and analytical skills.
• Experience with Zendesk, Jira, Salesforce or similar tools.

Responsibilities

• Frontline omnichannel support via phone, email, and live chat with a client-first mindset.
• Root-cause troubleshooting to resolve software-related issues.
• Issue ownership and complete documentation from ticket to resolution.
• Cross-functional collaboration across multiple business units to drive solutions.
• Professional communication with clients and internal teams.
• Process optimisation: suggest improvements to SOPs and support processes.

Skills

Customer service

Problem solving

Analytical thinking

Multichannel support

Written & verbal communication

Team collaboration

Education

Bachelor's degree

Tools

Zendesk

Jira

Salesforce

Google Workspace

Job description

Join the Team Modernizing MedicineAt ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.A Culture of ExcellenceWhen you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:Consistently ranked as a Top Place to Work2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”2025 Black Book Awards: Ranked #1 EHR in 11 SpecialtiesFlorida Venture Forum: Venture-Backed Company of the YearWe are growing fast, thinking big, and we are just getting started.Ready to modernize medicine with us?Job Description Summary:About the RoleAs a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, efficient resolution of client issues. Acting as a trusted advisor and first point of contact, you'll bring clarity to client queries, collaborate across teams, and advocate for continuous improvement in our client experience.This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, improving workflows, and delivering excellence. By aligning passion with purpose, your support directly empowers medical practices to save time and keep patients at the absolute center of care.Primary Duties & ResponsibilitiesFrontline Omnichannel Support: Serve as the front-line face of ModMed, answering client inquiries seamlessly via phone, email, and live chat with a client-first mindset to create customer delight.Root-Cause Troubleshooting: Investigate, resolve, and troubleshoot software-related issues by leveraging internal product knowledge and sharp analytical thinking.Issue Ownership & Documentation: Take complete accountability for client tickets; accurately identify, document, and escalate complex issues while maintaining deep ownership through to final resolution.Cross-Functional Collaboration: Partner timely and effectively with internal cross-functional groups across multiple business units to drive swift, robust solutions.Professional Communication: Maintain exceptionally high standards of communication, clarity, and professionalism in every internal and external interaction.Process Optimisation: Proactively suggest improvements to Standard Operating Procedures (SOPs) and support processes to enhance operational efficiency and client satisfaction.Continuous Product Learning : Stay agile and consistently up to date on software updates, system workflows, and medical tech best practices to deliver highly informed support.What We're Looking ForEducation: Bachelor's degree.Experience: 1 to 2 years of proven experience in a client-facing, tech-savvy technical support or customer service role.Problem Solving: Strong troubleshooting skills with the built-in ability to think analytically and solve technical problems under pressure.Tools: Working knowledge of modern support infrastructure such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.Productivity: Proficiency in the Google Workspace suite (Docs, Sheets, Gmail, etc.).Communication: Outstanding interpersonal, written, and verbal communication skills (reading, speaking, and writing).Execution: Highly organized with a demonstrated ability to prioritize tasks effectively and manage time independently.Preferred QualificationsDomain Knowledge: Prior hands-on experience working within a medical practice or interacting directly with Electronic Medical Record (EMR) systems.Ecosystem: Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS environments.ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,Allowances: Annual wellness allowance to support your well-being and productivity,Earned, casual, and sick leaves to maintain a healthy work-life balance,Bereavement leave for difficult times and extended medical leave options,Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([e-mail]). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.ModMed Technologies India Private Limited follows a strict, merit-based and transparent recruitment process conducted only through official and authorized channels.We do not:Charge any fees, processing charges, or amount by any nomenclature, whether as a fee or deposit at any stage of the recruitment process;Authorise any individual, employee, or third party to collect any such payments (regardless of nomenclature) to offer or facilitate or recruitment opportunities; orConduct hiring via informal messaging apps or personal email IDs.All official communication is made only through verified channels, our website, and recognised recruitment platforms.We strongly advise candidates not to share personal/financial information or make any payments in response to suspicious communications. Any such instances may be reported to us at [e-mail] .ModMed Technologies India Private Limited will not be responsible for any loss arising from fraudulent or unauthorised communications.