TE-1468 Technical Support (Application)

Keka Technologies Private Limited; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Keka Technologies Private Limited is hiring a Technical Support (Application) agent in Hyderabad to perform first-level triage on healthcare platform issues. You will classify issues, check member journey stages, and escalate with complete context to Senior Tech Support. Clear English communication and runbook adherence are essential.

The role requires following diagnostic steps, documenting actions, and coordinating with cross-functional teams to minimize treatment delays.

Qualifications

• 1–3 years in technical support, application support, or a SaaS helpdesk environment.
• Able to read basic API error responses and data payloads — you do not write code but you understand error fields and status codes.
• Experience with a support ticketing platform (Zendesk, Freshdesk, or similar).
• Clear, professional written communication in English.
• Able to follow step-by-step runbooks precisely and escalate correctly when steps are exhausted.
• Attention to detail — PHI handling errors in a healthcare platform have regulatory consequences.
• Availability for rotating 12-hour shifts.

Responsibilities

• Perform first-level triage on technical issues within SLA targets.
• Check member status in the admin portal and classify the stage of the journey where the issue occurred.
• Escalate issues to Senior Technical Support with all required details.
• Document diagnostic steps in the ticketing system before escalating or closing.
• Flag recurring issue patterns for SOP updates and communicate clearly with members.

Skills

Technical support

APIs understanding

Ticketing platforms

English communication

Runbooks

PHI handling

Shift work

Job description

Our healthcare platform handles member intake, provider consultations, prescription routing, pharmacy fulfilment, and shipment tracking in a single integrated system. When something does not work as expected, a member's treatment is delayed. The Technical Support (Application) agent is the first technical triage layer that stands between a confusing error and a clear, documented escalation.

This is a runbook-driven role. You follow established diagnostic procedures to classify what kind of platform issue a member has encountered, document your findings clearly, and escalateto the Senior Technical Support agent with everything they need to investigate further. You do not fix code. You identify, classify, and hand off — accurately and quickly.

WHAT YOU'LL BE DOING

First-Level Technical Triage

• Pick up support tickets flagged as technical issues by the CS team within SLA targets.
• Check member status in the admin portal — sync state, order status, treatment plan, payment history, and consultation log.
• Identify which stage of the member journey the issue is occurring: intake, payment, provider review, prescription transmission, pharmacy fulfilment, or shipment tracking.
• Classify payment errors: member-side card decline (guide member to update card — no Engineering escalation needed) vs. payment authentication failure (escalate to Senior Tech immediately — known platform gap).
• Check order state and confirm whether the current state matches the expected state at that point in the fulfilment journey.
• Look up shipment tracking using the carrier tracking reference from the order tracking view — confirm whether a delay is carrier-side or a platform integration issue.

Escalation to Senior Technical Support

• Attempt a single manual sync retry on lower-priority sync failures before escalating.
• When escalating, always include: member ID, support ticket reference, issue category, error message or sync state, relevant order or prescription ID, steps already tried, and your assessment of member impact.
• Escalate high-priority issues (member charged but no order created, all pharmacy transmissions failing, core authentication failure) to Senior Tech immediately — do not attempt troubleshooting first.
• Acknowledge high-priority alerts in the team channel promptly to signal you are investigating.

Documentation & Member Communication

• Document all diagnostic steps taken in the ticketing system before escalating or closing.
• Keep member communication clear and factual — do not overpromise on resolution timelines you cannot control (pharmacy dispatch, provider review SLA, Engineering fix timelines).
• Flag recurring issue patterns to the Senior Technical Support agent for potential SOP updates.
• Complete shift handoff notes before logging off — document all open tickets and any pending actions.
• Build working knowledge of the admin portal — member search, treatment plan view, order detail, integration call logs, and payment history.
• Understand the escalation channel structure: team channel for general issues, vendor-specific channels for partner escalations, and the Engineering channel for platform bugs.
• Stay current on known platform limitations and interim workarounds communicated by the Senior Technical Support team.

COMMON ISSUES YOU WILL TRIAGE

• Member cannot log in or is being routed to the wrong portal
• Order stuck in a pending or error state for longer than expected
• Payment failed at checkout — determining if it is a card decline or an authentication failure
• Intake form step not loading or failing on submission
• Prescription approved by provider but not received at the pharmacy
• Shipment tracking not updating in the platform or tracking integration
• Member frustrated by provider follow-up requests (additional information, photo requirements)
• Refund or account credit not reflecting correctly in the member account

SKILLS YOU SHOULD HAVE

• 1–3 years in technical support, application support, or a SaaS helpdesk environment.
• Able to read basic API error responses and data payloads — you do not write code but you need to understand what an error field or status code means.
• Experience with a support ticketing platform (Zendesk, Freshdesk, or similar).
• Clear, professional written communication in English.
• Able to follow step-by-step runbooks precisely and escalate correctly when steps are exhausted.
• Attention to detail — PHI handling errors in a healthcare platform have regulatory consequences.
• Availability for rotating 12-hour shifts.