Product Support Specialist 1

Enboarder; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Meals & Snacks

Insurance Coverage

Annual wellness allowance

Leave benefits

Company holidays

Job summary

ModMed is seeking a Product Support Specialist I to be the face of our support team, helping medical practices save time and navigate their workflows smoothly so they can focus on patient care.

You’ll respond to inquiries via phone, email, and chat, troubleshoot software issues, document steps for rapid resolutions, and collaborate with cross-functional teams to deliver customer delight while contributing to a positive, inclusive culture.

Qualifications

• Bachelor's degree required; equivalent practical/technical experience valued.
• 1–2 years in client-facing technical support or healthcare-related roles.
• Experience with Zendesk, Jira, or Salesforce is a plus.
• Excellent verbal and written communication skills.

Responsibilities

• Create customer delight by responding to inquiries via phone, email, and chat.
• Troubleshoot and resolve software issues using product knowledge.
• Document and track technical issues to drive quick resolutions.
• Collaborate with cross-functional teams to resolve complex problems.
• Suggest SOP and tool improvements to boost efficiency and satisfaction.
• Stay curious about product updates and contribute to a positive culture.

Skills

Customer support

Communication

Technical troubleshooting

Empathy

Healthcare software familiarity

Education

Bachelor's degree

Tools

Zendesk

Jira

Salesforce

Apple ecosystem (Mac/iPad/iOS)

Job description

Product Support Specialist I

Job description for Product Support Specialist I role

Why This Role Exists

As a Product Support Specialist I, you are the face of ModMed and a critical advocate for our clients. You aren't just answering help tickets—you are helping medical practices save time and navigate their workflows smoothly so they can focus on what matters most: patient care. In this role, you will align your passion with a purpose, turning complex software questions into moments that create customer delight.

What You’ll Do (Your Impact)

• Create Customer Delight: Act as the frontline of support and a trusted advisor, responding to client inquiries via phone, email, and chat with an empathetic, client-first mindset.
• Innovate Boldly & Solve Problems: Troubleshoot and resolve software-related issues by leveraging deep product knowledge and analytical thinking to perform root cause analysis.
• Save Time: Efficiently master our system workflows, accurately documenting and tracking technical issues to drive quick resolutions for our users.
• Collaborate Globally: Work timely and effectively with cross-functional internal teams to elevate complex issues and ensure no client is left behind.
• Drive Continuous Improvement: Proactively suggest enhancements to our Standard Operating Procedures (SOPs) and internal tools to level up team efficiency and user satisfaction.
• Think Big, Have Fun, Do Good: Bring your authentic energy to the team every day, staying curious about new product updates and contributing to a positive, collaborative culture.

What You Bring to the Team

We believe that diverse backgrounds bring unique perspectives. If you meet most of these qualifications, we encourage you to apply:

• Experience: 1–2 years of experience in a client-facing technical support, customer service, or healthcare-related role.
• Education: A Bachelor's degree is mandatory, but equivalent practical/technical experience is highly valued.
• Technical Savvy: Comfort with software troubleshooting. Experience with Apple ecosystems (Mac, iPad, iOS) and ticketing platforms (like Zendesk, Jira, or Salesforce) is a plus.
• Communication Style: Excellent verbal and written communication skills with the ability to convey technical concepts simply and empathetically.
• Bonus Points: Prior experience working within a medical practice or with Electronic Medical Record (EMR) / Electronic Health Record (EHR) systems.

Our Core Values: Life at ModMed

• Create customer delight. We go above and beyond for our users.
• Save time. Because in healthcare, every minute matters.
• Innovate boldly, then make things happen. We embrace creativity and turn ideas into action.
• Align passion with purpose. We love what we do because it makes a real-world difference.
• Think big. Have Fun. Do good. We maintain an inclusive, lively environment while making a positive impact on global healthcare.

Benefits

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.

ModMed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.