Job Description :

We are looking for an experienced Customer Support Executive with expertise in the US healthcare industry to join our dynamic team. The ideal candidate will have 2-3 years of customer support experience, preferably in a fast-paced startup environment. You should be a self-starter, tech-savvy, and able to provide effective solutions quickly while ensuring high levels of customer satisfaction.

Key Responsibilities :

- Customer Support: Assist US-based customers with inquiries related to healthcare services, billing, insurance claims, and other healthcare-related questions.

- Inbound/Outbound Communication: Communicate effectively through multiple channels (phone, email, chat) to provide timely support and resolve concerns.

- Problem-Solving: Diagnose customer issues, offer appropriate solutions, and ensure timely follow-ups to resolve problems efficiently.

- Technical Support: Guide customers in navigating healthcare portals, handling account management, and resolving technical issues related to healthcare systems.

- Documentation: Log and maintain detailed records of customer interactions, including issues, resolutions, and outcomes, in the CRM system.

- Customer Satisfaction: Exceed customer expectations by delivering empathetic, professional service in every interaction.

- Collaboration: Work closely with internal teams, such as technical departments, to escalate and resolve complex issues promptly.

Experience :

- Experience: 2-3 years of experience in customer support, with specific expertise in the US healthcare industry.

- Healthcare Knowledge: Familiarity with US healthcare systems.

- Communication: Exceptional verbal and written communication skills, with fluency in English (preferably US English) and experience handling calls with US-based customers.

- Technical Skills: Proficiency in using CRM systems, healthcare support tools, and strong computer skills, including the Microsoft Office suite.

- Problem-Solving: Strong analytical skills with a customer-first mindset to manage and resolve multiple issues in a fast-paced environment.

- Flexibility: Willingness to work in shifts to accommodate US time zones.

Preferred Qualifications :

- Knowledge of tools like HubSpot, Jira, Freshdesk, and Aircall

- Knowledge of HIPAA regulations and other US healthcare compliance requirements.

- Experience handling healthcare-related software platforms.