Who We Are Looking For:
What You’ll Be Doing As A Part of Our Team:
- Serve as the primary point of contact for all Members
- Provide exceptional customer service and maintain a CSAT score of 90 or above
- Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
- Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
- Escalate issues to the next level of Support when appropriate
- Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
- Maintain key performance goals such as response time, resolution rate, and quality assurance
- Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
- Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
- Adhere to all confidentiality and compliance regulations, including HIPAA
- Reliable and punctual in reporting for work and taking designated breaks

What You Should Have to Qualify:




- Two years of experience in a quick-paced help center or customer service environment or combination of degree and experience
- Critical thinking skills; this job requires the ability to troubleshoot a variety of issues
- Communicate effectively through written text
- Be passionate about quality customer service
- Exude confidence
- Be able to take chats and respond to cases with a sense of urgency and high level of accuracy
- Be organized, ahead of schedule, communicative, and accountable
- Be solution driven for positive outcomes

Ideally, You Would Also Have These:
- Experience working is a SaaS environment or with a similar EMR platform
- Five years Customer Service experience
- Medical admin or billing experience
- Help desk, troubleshooting, or call center experience

Culture is at our Core:
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True G

📌 Support Specialist I (Hyderabad)
🏢 WebPT India Private
📍 Hyderabad