About The Role

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 explicit, 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 escalate to 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 trie

📌 Technical Support (Hyderabad)
🏢 Softobiz
📍 Hyderabad