Job Type: Full-time

India | RemoteFull time | UK business hoursProduct Support Analyst | Product Support Consultant | Application Support Analyst | EHR Support | EMR Support | SaaS Support | Customer Tickets | Production SupportAbout the roleScript 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 AnalystProduct Support ConsultantProduct Support AssociateApplication Support AnalystEHR Support AnalystEMR Support AnalystSoftware Support AnalystHealthcare Application Support AnalystCX Support AnalystCustomer Support Analyst in a software product companyRelevant 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 AssistScript 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 workflowscustomer workflowspermissionsuser rolesstatusesdataintegrationsoperational processescustomer-specific configurationsOur Product Support Analysts therefore need to do more than answer tickets.They need to investigate why something happened.What you will doYou will:Receive, triage and manage customer support ticketsInvestigate issues reported within a live SaaS software applicationAsk customers the right questions to understand the problemReproduce reported software behaviourAnalyse application behaviour and available dataIdentify whether an issue relates to software, data,



configuration or user workflowResolve product and application-support issuesManage tickets against priorities and SLAsDocument investigation steps and resolutions accuratelyEscalate genuine defects to Product or EngineeringProvide explicit reproduction steps and supporting evidenceWork with Product, Engineering and QAValidate software fixesConfirm issues are genuinely resolved before closureCommunicate clearly with customers throughout an investigationIdentify repeated incidents and recurring support problemsMaintain support documentation and knowledge articlesContribute to continuous improvement of the support processYou will gradually learn increasingly complex areas of the Script Assist platform.Who we are looking forWe 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 AnalystProduct Support ConsultantApplication Support AnalystEHR / EMR Support AnalystSoftware Support AnalystSaaS Support AnalystTechnical Customer Support AnalystYou should have:Very good written and spoken EnglishStrong analytical and problem-solving abilityExperience working with customer tickets or support casesEvidence that you personally investigate issuesExcellent attention to detailStrong ownership and follow-throughThe ability to learn complicated software quicklyConfidence communicating with customersConfidence working with technical colleaguesTechnical backgroundWe strongly prefer candidates with a degree such as:B.Tech / BE Computer ScienceB.Tech / BE Information TechnologyComputer EngineeringBCAMCABSc Computer ScienceBSc Information TechnologyElectronics or another related technical disciplineHowever,



a different degree will not automatically exclude someone with excellent software-product support experience.Useful software-support experienceExperience with any of the following is valuable:JiraServiceNowZendeskFreshdeskCRM ticketing systemsSQLrelational databasesAPIsJSONsoftware testingdefect reproductionlog investigationproduction supportincident managementapplication configurationroot-cause analysisSaaSB2B softwareEHREMRHIShealthcare softwareYou do not need to be a software developer.Healthcare software experienceWe would particularly like to hear from junior candidates currently or previously supporting software at organisations such as:athenahealthNextGen HealthcarePracticeSuiteOracle Health / CernereClinicalWorksAltera Digital Health / AllscriptsMEDITECHInterSystems / TrakCareother EHR / EMR / HIS vendorshealthcare SaaS businessesFor 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 NOTThis is not primarily:IT helpdeskdesktop supporthardware supportlaptop repairprinter supportWindows installationnetwork administrationrouter or switch supportNOC monitoringinfrastructure supportWe 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:ProductEngineeringQACustomer teamsOperationsStrong performers can develop towards:Senior Product SupportTechnical OperationsApplication SupportImplementationBusiness AnalysisQAProductIntegrationsCustomer TechnologyIf 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 (Madhya Pradesh)
🏢 Script Assist
📍 Madhya Pradesh