ABOUT THE ROLE

You handle the full range of member inquiries with empathy, expertise, and speed. You navigate complex situations — billing disputes, treatment plan confusion, missed shipments, provider communication — and you mentor junior agents on the team. When a situation goes beyond standard support, you decide whether to escalate and ensure the handoff to Technical Support or the Lead is complete and well-documented.
- WHAT YOU'LL BE DOING
- Member Support
- phone call).
- Platform Navigation
- Navigate the member care admin portal confidently — member search, treatment plan overview, order status, consultation history, payments, payment methods, and messaging.
- Determine whether a member belongs in the current platform or a prior system and route them to the correct portal.
- Retry failed payments using the appropriate admin actions — verifying the payment method, processing authorisation, and reauthorising where required.
- Update payment methods at the account level (affects future plans only) or at the treatment plan level (affects only the specific plan)



— understanding and communicating the difference to members.
- Check order status, shipment tracking details, and pharmacy communication logs from the order detail view.
- Escalation & Quality
- Adhere to all SOPs and ticketing platform documentation standards — accurate categorisation, correct tagging, and complete ticket notes before closing.
- Identify issues requiring Technical Support involvement and escalate with full context: member ID, symptoms observed, steps already taken, and member impact.
- Route pharmacy-related order issues to the pharmacy operations team through the designated escalation channel.
- Route provider network issues (doctor review delays, chat-related concerns) to the appropriate vendor escalation channel.
- Flag platform bugs or unexpected behaviour to the team channel before escalating to Technical Support.
- Mentorship & Team Contribution
- Guide and review the work of Cus

📌 Te-1467-sr Technical Support(Application) (Hyderabad)
🏢 Softobiz Technologies
📍 Hyderabad