Company: Finerr

Department: Customer Success & Support

Location: Ahmedabad, Gujarat, India

Employment Type: Full-Time

Reports To: Customer Success Executive

About Finerr

Finerr provides solutions including Finerr Central, Finerr Connect, Finerr Fax, Scheduling, Finerr Pay, Messaging, RX Alerts, Campaigns, Analytics, Social Media, Forms, Website Widgets, and healthcare-system integrations.

We are looking for a Customer Support Executive who can provide excellent support to healthcare providers, troubleshoot product-related issues, coordinate with internal technical teams, and ensure customers receive timely and accurate resolutions.

Key Responsibilities

- Customer Support

- Handle customer support requests through email, tickets, calls, and other communication channels.
- Understand customer issues and provide clear, professional, and timely responses.
- Assist healthcare providers with questions related to Finerr products, features, settings, and workflows.
- Follow up with customers to ensure reported issues are resolved and the customer is satisfied.
- Maintain professional communication with healthcare providers, administrators, staff, and other users.
- Escalate complex or technical issues to the appropriate internal team when required.

2. Finerr Product Support

Provide first-level support for Finerr products and features, including:

- Finerr Central
- Finerr Connect / Voice
- Messaging / 2-Way SMS
- RX Alerts and Reminders
- Finerr Scheduling
- Finerr Fax
- Finerr Pay
- Campaigns and Patient Outreach
- Analytics and Reporting
- Reviews and Social Media
- Patient Forms and Website Widgets
- Patient profiles and communication workflows
- Healthcare provider integrations

The executive should understand how these products work and must be able to guide customers through common configuration and troubleshooting scenarios.
- Healthcare System Integrations

Assist customers with issues related to integrations with healthcare and practice-management systems, including supported third-party platforms.

Responsibilities may include

- Identifying whether patient, prescription, appointment, order, or other relevant data is being received correctly.
- Troubleshooting missing, delayed, or incomplete data.
- Checking integration-related configurations.
- Understanding common API, webhook, listener, and connectivity issues.
- Collecting required information from the healthcare provider before escalating an issue.
- Coordinating with the Integration/Engineering team for advanced issues.
- Communicating technical findings to customers in simple, non-technical language.

4. Voice & Communication Support
- Troubleshoot automated IVR and voice-related issues.
- Assist customers with call-routing and communication workflows.
- Help troubleshoot extensions, call routing, voicemail, missed calls, and related issues.
- Coordinate with the VoIP/technical team for advanced communication issues.
- Assist with IVR configuration and routing when required.

5. SMS, Messaging & A2P 10DLC Support




- Assist customers with Finerr SMS and messaging-related questions.
- Troubleshoot SMS delivery and campaign-related issues.
- Assist with A2P 10DLC registration requirements and campaign information.
- Help customers understand messaging consent, opt-in/opt-out requirements, Terms & Privacy requirements, and sample messaging.
- Investigate common campaign rejection reasons and coordinate with the appropriate team when necessary.
- Monitor and report recurring messaging issues.

6. Website & Patient Engagement Support
- Assist healthcare providers with Finerr website features and widgets.
- Support patient registration and account-related issues.
- Troubleshoot website forms, appointment requests, payment links, and patient communication workflows.
- Verify customer-provided information when investigating patient-facing issues.
- Coordinate with the website/development team when a technical fix is required.

7. Technical Troubleshooting The Customer Support Executive should be comfortable performing basic technical troubleshooting, including:
- Checking internet/network connectivity.
- Performing basic browser troubleshooting.
- Testing URLs and API endpoints when required.
- Understanding basic HTTP status codes.
- Performing basic connectivity checks such as ping and port testing.
- Identifying whether an issue is related to the Finerr platform, healthcare provider's environment, third-party software, or configuration.
- Collecting screenshots, error messages, timestamps, account details, and other information required for escalation.
- Reproducing issues whenever possible before escalating them.

8. Ticket Management
- Create, update, and maintain customer support tickets.
- Categorize and prioritize issues based on severity and customer impact.
- Maintain accurate ticket notes and troubleshooting history.
- Follow internal escalation procedures.
- Monitor open tickets and ensure timely follow-ups.
- Keep customers informed throughout the resolution process.
- Document recurring issues and potential product improvements.

9. Customer Onboarding Assistance

Support the Customer Success team during new healthcare provider onboarding by:

- Helping customers understand Finerr products and workflows.
- Assisting with basic configuration.
- Coordinating required information for integrations.
- Helping customers prepare for training sessions.
- Supporting customers after onboarding and during the initial adoption period.
- Identifying customers who may require additional training or assistance.

10. Internal Coordination

Work closely with

- Customer Success Managers
- Engineering / Development Team
- Integration Team
- VoIP / Telecom Team
- Product Team




- Billing Team
- Implementation / Onboarding Team

Provide complete and accurate information when escalating issues so technical teams can investigate efficiently.

Required Skills

- Excellent written and verbal English language communication skills.
- Strong customer-service mindset.
- Strong problem-solving and analytical skills.
- Ability to explain technical concepts in simple language.
- Solid attention to detail.
- Ability to multitask and manage multiple customer issues.
- Good documentation and ticket-management skills.
- Comfortable working with web-based SaaS applications.
- Basic understanding of APIs, webhooks, URLs, HTTP, and networking is preferred.
- Ability to learn healthcare technology and provider workflows.
- Ability to work independently as well as with cross-functional teams.

Preferred Experience

Candidates with experience in any of the following will be preferred:

- SaaS customer support
- Technical support
- Healthcare technology
- Healthcare provider software
- Patient engagement platforms
- Practice-management systems
- VoIP/telephony support
- API/integration support
- Helpdesk or ticketing systems
- Customer success

Key Performance Indicators (KPIs)

The Customer Support Executive will be measured on:

- First Response Time
- Resolution Time
- Ticket Resolution Rate
- Customer Satisfaction (CSAT)
- Follow-up completion
- Escalation quality
- Ticket documentation accuracy
- Number of recurring issues identified
- Customer communication quality
- Adherence to support processes and SLAs

What We Expect From You
- Take ownership of customer issues from start to resolution.
- Do not simply forward customer problems to another team without investigation.
- Gather the necessary information before escalating technical issues.
- Keep customers informed throughout the troubleshooting process.
- Be proactive in identifying potential problems.
- Maintain a professional and empathetic communication style.
- Continuously learn Finerr products and healthcare workflows.
- Work as a bridge between customers and internal technical teams.

What Finerr Offers
- Opportunity to work with a growing healthcare technology/SaaS platform.
- Exposure to healthcare technology, integrations, APIs, VoIP, SMS, and patient engagement.
- Opportunity to develop technical support and customer success skills.
- Cross-functional collaboration with Product, Engineering, Integration, and Customer Success teams.
- Growth opportunities within Customer Success, Technical Support, Implementation, or Product Operations.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits

- Leave encashment
- Paid sick time
- Paid time off

Ability to commute/relocate:
- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:
- Customer service: 1 year (Preferred)

Language:
- English (Required)

Location:
- Ahmedabad, Gujarat (Required)

Shift availability:
- Night Shift (Required)

Work Location: In person

📌 Customer Success Executive (Ahmedabad)
🏢 Finerr
📍 Ahmedabad