Technical Support & Customer Service International Voice Support Specialist

InterScripts, Inc.; Kondapur; On-site; INR 420,000 - 650,000; Full time

Job summary

InterScripts, Inc. is seeking an International Voice Support Specialist to provide L1/L2 technical and patient-support for MyChart access and troubleshooting. You will assist caregivers, providers, and patients across calls, emails, and ticketing channels, resolving issues efficiently while documenting steps taken.

The role emphasizes clear communication, fast issue resolution, and adherence to SLAs in a 24/7 support environment. Immediate joiners preferred, with WFO in Hyderabad.

Qualifications

• 1–2 years of experience in customer support or service desk operations.
• Excellent verbal and written communication skills with a customer focus.
• Communication assessment: 4.5–5/5.
• Strong problem-solving and attention to detail.
• Experience with phone, email, ticketing systems, and in-basket workflows.
• Healthcare voice support or MyChart/Epic experience is preferred but not mandatory.

Responsibilities

• Handle inbound international calls, emails, in-basket requests, and service desk tickets.
• Resolve account-access issues, password resets, and profile activation.
• Guide users through system features with clear step-by-step instructions.
• Document customer interactions and resolutions in CRM/ticketing systems.
• Escalate complex issues to L2/L3 support as needed.
• Meet SLAs and customer-satisfaction targets.
• Maintain professionalism and positive customer experience.

Skills

Customer support

Technical support

International voice process

Clear communication

CRM/ticketing systems

ServiceNow

Incident management

Epic / EHR exposure

Education

Graduate in any discipline

Tools

ServiceNow

Epic

Job description

International Voice Support Specialist – MyChart Technical Support

Location: Hyderabad, Telangana – Work from Office (WFO)

Experience: 1–2 Years

Employment Type: Full-Time

Shift: Rotational Shifts – 24/7 Support

Joining: Immediate Joiners Preferred

Hiring Priority: Fast-Track Recruitment

Role Overview

We are seeking a customer-focused International Voice Support Specialist to provide L1/L2 technical support and patient-support assistance. The role involves assisting caregivers, healthcare providers, and patients with MyChart access, account setup, password resets, profile activation, and general troubleshooting.

The ideal candidate should have excellent communication skills, a strong customer-service mindset, and the ability to resolve issues efficiently across phone, email, in-basket, and ticketing channels.

Key Responsibilities

• Handle inbound international calls, emails, in-basket requests, and service desk tickets.
• Resolve account-access issues, password resets, profile activation, and basic MyChart troubleshooting.
• Guide users through system features and processes with clear, step-by-step instructions.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the CRM or ticketing system.
• Escalate complex or unresolved issues to L2/L3 support teams or the appropriate departments.
• Meet service-level agreements (SLAs), quality standards, and customer-satisfaction targets.
• Maintain professionalism and provide a positive customer experience throughout every interaction.

Required Skills & Experience

• 1–2 years of experience in customer support, technical support, international voice process, or service desk operations.
• Excellent verbal and written communication skills.
• Candidates must meet the required communication assessment standard of 4.5–5/5.
• Strong customer-service orientation, problem-solving skills, and attention to detail.
• Confidence in handling phone calls, emails, ticketing systems, and in-basket workflows.
• Basic understanding of incident management, service requests, and change-management processes is an advantage.
• Healthcare voice support, MyChart, Epic, or EHR/EMR experience is preferred but not mandatory.
• Immediate joiners or candidates with a notice period of up to 5 days are strongly preferred.
• Additional Advantage: ServiceNow / ServiceNow Plus
• Candidates with basic knowledge of ServiceNow, with or without certification, will have an added advantage.
• Incident and service-request management.
• User management and account-access support.
• Workflow support and ticket handling.
• Basic change-management processes.
• ServiceNow administration or configuration exposure.

Education

• Graduate in any discipline.
• Candidates with healthcare, technical support, customer service, or service desk experience will be preferred.

Why Join Us?

• Work with a collaborative healthcare technology team.
• Gain practical experience in healthcare IT and patient-support operations.
• Explore learning opportunities, including potential Epic certification exposure.
• Benefit from a fast-track recruitment process, with interviews currently underway.