Job Description Customer Support Executive

Experience: 2+ Years
Industry: US Healthcare / Healthcare IT
Employment Type: Full time
Work Location: Pune
Shift: US Shift / Night Shift
Department: Customer Support / Operations
Reports To: Customer Support Manager / Support Lead

1. Job Summary

We are looking for an experienced and customer-focused Customer Support Executive with a minimum of 2 years of experience supporting US Healthcare projects.

The candidate will be responsible for providing effective L1/L2 customer and application support to US-based healthcare clients, providers, clinical staff, and administrative users. The role involves understanding customer issues, troubleshooting functional and application-related problems, providing timely resolutions, managing support tickets, and coordinating with Product, Engineering, QA, and Operations teams for complex issues.

The ideal candidate should have good knowledge of US healthcare workflows, EHR/EMR systems, medical terminology, healthcare applications, scheduling, authorization, insurance/claims processes,



and should be comfortable working in US shifts.

2. Key Responsibilities

A. Customer Support
- Provide professional and timely support to US-based healthcare customers.
- Handle customer queries through phone, email, chat, and ticketing systems.
- Understand customer problems and provide accurate resolutions.
- Maintain professional communication and strong customer relationships.
- Demonstrate patience, empathy, and ownership while handling customer issues.
- Follow up with customers until the issue is successfully resolved.
- Ensure high customer satisfaction and first-contact resolution wherever possible.

B. Application / Product Support
- Provide L1/L2 functional support for healthcare applications.
- Troubleshoot application, workflow, configuration, and user-access issues.
- Assist users with EHR/EMR, practice management, scheduling, authorization, billing, and related healthcare workflows.
- Guid

📌 Customer Service Executive (Pune)
🏢 IntelligentDX
📍 Pune