India | Remote
Full time | UK business hours

Product Support Analyst | Product Support Consultant | Application Support Analyst | EHR Support | EMR Support | SaaS Support | Customer Tickets | Production Support

About the role Script Assist is hiring junior

Product Support Analysts

to support customers using a complex healthcare SaaS platform.
We are particularly interested in people currently or recently working in roles such as:
Product Support Analyst
Product Support Consultant
Product Support Associate
Application Support Analyst
EHR Support Analyst
EMR Support Analyst
Software Support Analyst
Healthcare Application Support Analyst
CX Support Analyst
Customer Support Analyst in a software product company
Relevant backgrounds include

athenahealth, NextGen Healthcare, PracticeSuite, eClinicalWorks, Oracle Health / Cerner, Altera Digital Health / Allscripts, MEDITECH, InterSystems / TrakCare

and other EHR, EMR, HIS, healthcare SaaS or B2B software businesses.
Previous healthcare experience is highly attractive but

not mandatory .
This is

software product support , not generic customer service and not IT helpdesk support.

About Script Assist Script Assist is a UK healthcare technology company.
Our software supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.
Our platform contains interconnected:
clinical workflows
customer workflows
permissions
user roles
statuses
data
integrations
operational processes
customer-specific configurations
Our Product Support Analysts therefore need to do more than answer tickets.
They need to investigate

why something happened .

What you will do You will:
Receive, triage and manage

customer support tickets
Investigate issues reported within a live

SaaS software application
Ask customers the right questions to understand the problem
Reproduce reported software behaviour
Analyse application behaviour and available data
Identify whether an issue relates to software, data, configuration or user workflow
Resolve product and application-support issues
Manage tickets against priorities and SLAs
Document investigation steps and resolutions accurately




Escalate genuine defects to Product or Engineering
Provide clear reproduction steps and supporting evidence
Work with Product, Engineering and QA
Validate software fixes
Confirm issues are genuinely resolved before closure
Communicate clearly with customers throughout an investigation
Identify repeated incidents and recurring support problems
Maintain support documentation and knowledge articles
Contribute to continuous improvement of the support process
You will gradually learn increasingly complex areas of the Script Assist platform.

Who we are looking for We are primarily targeting candidates with

0–2 years of professional experience .
The ideal person may currently have approximately

6–24 months

as a:
Product Support Analyst
Product Support Consultant
Application Support Analyst
EHR / EMR Support Analyst
Software Support Analyst
SaaS Support Analyst
Technical Customer Support Analyst
You should have:
Very good written and spoken English
Robust analytical and problem-solving ability
Experience working with customer tickets or support cases
Evidence that you personally investigate issues
Excellent attention to detail
Strong ownership and follow-through
The ability to learn complicated software quickly
Confidence communicating with customers
Confidence working with technical colleagues

Technical background We strongly prefer candidates with a degree such as:
B.Tech / BE Computer Science
B.Tech / BE Information Technology
Computer Engineering
BCA
MCA
BSc Computer Science
BSc Information Technology
Electronics or another related technical discipline
However, a different degree will not automatically exclude someone with excellent software-product support experience.

Useful software-support experience Experience with any of the following is valuable:
Jira




ServiceNow
Zendesk
Freshdesk
CRM ticketing systems
SQL
relational databases
APIs
JSON
software testing
defect reproduction
log investigation
production support
incident management
application configuration
root-cause analysis
SaaS
B2B software
EHR
EMR
HIS
healthcare software
You do

not

need to be a software developer.

Healthcare software experience We would particularly like to hear from junior candidates currently or previously supporting software at organisations such as:
athenahealth
NextGen Healthcare
PracticeSuite
Oracle Health / Cerner
eClinicalWorks
Altera Digital Health / Allscripts
MEDITECH
InterSystems / TrakCare
other EHR / EMR / HIS vendors
healthcare SaaS businesses
For example, someone who has worked as an

athenahealth Product Support Analyst

or

NextGen Product Support Consultant

is very close to the kind of background we are interested in. Those real roles involve customer/product inquiries, workflow troubleshooting, production issues, documentation and problem solving.
Healthcare experience is a major advantage, but we will also consider excellent candidates from other complex

SaaS, ERP, fintech, workflow or B2B software products .

What this role is NOT This is not primarily:
IT helpdesk
desktop support
hardware support
laptop repair
printer support
Windows installation
network administration
router or switch support
NOC monitoring
infrastructure support
We are looking specifically for people who support

software products and the customers using those products .

Why join Script Assist? This is an opportunity to build a career inside sophisticated B2B healthcare technology.
You will work closely with:
Product
Engineering
QA
Customer teams
Operations
Strong performers can develop towards:
Senior Product Support
Technical Operations
Application Support
Implementation
Business Analysis
QA
Product
Integrations
Customer Technology
If you enjoy solving software problems, understanding how applications behave and helping customers reach a real resolution, we would like to hear from you.

📌 Product Support Analyst – EHR / EMR Software (Mumbai)
🏢 Script Assist
📍 Mumbai