Job Description Summary:

Job description for Product Support Specialist I

Department: Support Services

Reports to: Manager, Support Services

About the Role

As a Product Support Specialist I, you are the face of ModMed and a critical advocate for our clients. You will play a vital role in ensuring smooth, efficient resolution of client issues while acting as a trusted advisor and first point of contact.

This isn't just about answering tickets; it's about bringing clarity to complex queries, collaborating across teams, and advocating for continuous improvement in the client experience. This is an exciting opportunity for someone who thrives in a rapid-paced, tech-savvy environment and is passionate about solving problems and delivering excellence.

What You ll Do

- Omni-Channel Support : Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client-first mindset.

- Problem Solving Analysis : Troubleshoot and resolve software-related issues by leveraging deep product knowledge and analytical thinking to perform root cause analysis.

- Ownership Documentation : Accurately identify and document issues; maintain ownership of client problems through resolution or proper escalation of complex cases.

- Cross-Functional Collaboration : Work timely and effectively with internal teams to drive solutions and ensure no client is left behind.

- Professional Communication : Maintain high standards of professionalism and empathy in every interaction, aligning with our value of creating customer delight.

- Operational Excellence : Proactively suggest improvements to Standard Operating Procedures (SOPs) to enhance both client satisfaction and team efficiency.

- Continuous Learning :



Stay up to date on product updates, workflows, and industry best practices to deliver informed, high-quality support.

What We re Looking For

- Education: Bachelor s degree required.

- Experience: 1 2 years of proven experience in a client-facing technical support or customer service role.

- Technical Savvy: Strong troubleshooting skills with the ability to think analytically under pressure.

- Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.

- Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing systems.

- Proficiency in Google Workspace (Docs, Sheets, Gmail).

- Communication: Outstanding interpersonal, written, and verbal communication skills. You can explain complex concepts in a way that is easy to understand.

- Bonus Points: Prior experience in a medical practice or working with Electronic Medical Record (EMR) systems is highly desirable.

Leading ModMed Competencies

To be successful in this role, you should embody these core competencies:

- Customer Focus: You build strong, positive relationships and deliver customer-centric solutions.

- Communication: You understand audience needs and express ideas clearly to build trust and ensure understanding.

- Agility: You embrace change as a growth opportunity and adapt quickly to new challenges in our fast-moving environment.

- Accountability: You hold yourself to high standards and take pride in delivering successful outcomes for our doctors and their patients.

Disclaimer : This job posting has been aggregated from external source. Role detailscontentand availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Product Support Specialist 1 (Hyderabad)
🏢 ModMed Technologies India Private
📍 Hyderabad