Product Support Specialist 1

ModMed; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Meals & Snacks

Health, accidental & life insurance

Wellness allowance

Leaves & parental leave

Job summary

ModMed is seeking a Product Support Specialist I in Hyderabad to deliver exceptional client service for our AI-enabled healthcare platform. You will handle inquiries via phone, email, and chat, troubleshoot issues, and ensure rapid resolution while keeping customers informed.

Ideal candidates have 1–2 years in technical support, comfort with EMR systems, and experience with Zendesk/Jira/Salesforce. ABachelor's degree is required; some exposure to Apple platforms is a plus.

Qualifications

• Bachelor's degree required.
• 1–2 years in client-facing tech support or customer service.
• Strong troubleshooting and analytical problem-solving skills.
• Experience with Zendesk, Jira, Salesforce or equivalent ticketing systems.
• Familiarity with Google Workspace and modern support tooling.
• Prior hands-on EMR/domain knowledge is preferred.

Responsibilities

• Serve as frontline omnichannel support via phone, email, and live chat.
• Investigate, troubleshoot, and resolve software issues using product knowledge.
• Own tickets end-to-end with clear documentation and escalation when needed.
• Collaborate across business units to deliver robust, timely solutions.
• Maintain high standards of professional communication with clients and teammates.
• Suggest SOP and process improvements to enhance efficiency.
• Stay updated on product updates and healthcare workflows.

Skills

Zendesk

Jira

Salesforce

Google Workspace

EMR systems

Mac/iOS familiarity

Education

Bachelor's degree

Tools

EMR knowledge

Job description

Join the Team Modernizing Medicine At 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.

Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture‑Backed Company of the Year

We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us?

Job Description Summary: About the Role As 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 & Responsibilities

• Frontline 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 elevate 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 For

• Education: 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 Qualifications Domain 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

• 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.

It takes more than just a great product to modernize medicine. It takes a great team.

The work we do makes a difference.

Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes.

Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.