LeadingReach is hiring a Customer Success Representative to own the day-to-day IAS Help Desk queue for U.S. healthcare-platform customers. You will provide Tier 1 support for integration and automation tickets, protect response times, resolve transmission issues and ensure higher-complexity cases reach the right technical team with complete context.
What You Will Do
Own ticket intake, triage, prioritization and Tier 1 resolution for the IAS Help Desk.
Troubleshoot data-transmission and integration issues raised by U.S. clients.
Protect service levels by responding promptly, especially during U.S. afternoon hours.
Escalate issues beyond Tier 1 scope to IAS/RPA specialists with explicit diagnostic context.
Document resolutions and maintain known-issue notes for recurring incidents.
Identify ticket trends and work with internal partners on process improvements.
Communicate clearly with U.S.-based stakeholders in a remote, async-heavy environment.
What You Bring
4+ years in technical support, customer support, help desk or ticket triage.
Working knowledge of Jira or another ticket/help-desk platform.
Strong written English and skilled stakeholder communication.
Ability to troubleshoot methodically, prioritize tickets and work independently.
Willingness to work 6:30 PM-3:30 AM IST.
Good to Have
Experience supporting software integrations, automation services or healthcare technology.
Exposure to data-transmission issues, SLA-driven support or U.S. customers.
Experience creating support documentation or knowledge-base articles.
Why Join LeadingReach
Work on operationally meaningful healthcare-technology and automation challenges.
Collaborate with cross-functional teams supporting U.S. customers.
Join an environment that values ownership, clarity, continuous improvement and dependable delivery.
Application Note
This position will work directly with the LeadingReach team. In India, the successful candidate will be employed through Deel, which will serve as the Employer of Record (EOR) and manage the local employment contract, payroll, statutory advantages and compliance.
Please apply with an updated resume clearly showing relevant tools, projects, shift availability, current location, notice period and current/expected compensation.