At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us.
WHAT YOU'LL DO AT H1
As a Senior Support Analyst, you will help support all H1 customers. You’ll be responsible for receiving and answering all tickets and solving or appropriately routing them to the responsible teams. You will work independently with little supervision, applying your experience to identify and remediate challenges while keeping customer satisfaction at the forefront.
- Be the first point of contact for all customer questions and queries.
- Construct and execute plans to identify, escalate,



and remediate operational challenges.
- Work closely with Sales, Customer Success, Implementation, Engineering, and Product, this team is responsible for receiving all tickets in Zendesk and answering, solving, or routing to the appropriate team
- Collaborate effectively with peers across other teams and functions.
- Educate users and provide additional training where needed.
- Document support ticket trends; replicate and validate bugs for proper categorization.
- Identify opportunities for platform improvements and feature requests.
- Create and update technical documentation.
- Maintain a robust attention to detail and take accountability for the accuracy of your work.
- Support cross-functional projects through your tasks and experience.
- Be measured on Time to First Reply and Time to Resolution, which are key components of overall customer happiness, NPS, and retention.
- Partner with the business to provide

📌 Senior Support Analyst (India)
🏢 H1
📍 India