Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Analyst based in India.
Join a fast-paced and mission-driven environment where customer experience, operational excellence, and data-driven problem solving are at the core of daily activities. This role offers the opportunity to serve as a key point of contact for customers, ensuring timely resolution of inquiries while contributing to platform improvements and cross-functional initiatives. You will collaborate closely with teams across Customer Success, Sales, Product, Engineering, and Implementation, helping drive customer satisfaction and long-term retention. The position is ideal for professionals who enjoy solving complex challenges, working independently, and delivering high-quality support experiences. With exposure to innovative technologies and meaningful projects, this role provides strong opportunities for professional growth while contributing to solutions that positively impact the global healthcare ecosystem.
Accountabilities:
- Serve as the primary point of contact for customer inquiries, providing timely and high-quality support across multiple channels.
- Manage, investigate, and resolve support tickets, ensuring issues are either addressed directly or routed efficiently to the appropriate teams.
- Develop and execute action plans to identify, escalate, and remediate operational challenges affecting customer experience.
- Collaborate closely with cross-functional teams including Sales, Customer Success, Product, Engineering, and Implementation to ensure seamless issue resolution.
- Educate users on platform functionalities and provide additional guidance or training when necessary.
- Monitor support trends, replicate and validate reported issues, and contribute to proper bug categorization and prioritization.
- Identify opportunities for product enhancements, process optimization, and feature improvements based on customer feedback and support insights.
- Create, maintain, and improve technical documentation and knowledge resources.
- Contribute to reporting initiatives, data integrity projects, and broader operational improvement efforts.
- Maintain high performance standards in key customer support metrics, including response times, resolution rates, customer satisfaction, and retention indicators.
Requirements
- 3–5 years of experience in a customer-facing support, technical support, or customer operations role, preferably within a SaaS environment.
- Fluent English communication skills, both written and spoken, with the ability to explain complex concepts to technical and non-technical audiences.
- Hands-on experience with ticketing and customer support platforms such as Zendesk, Jira, Salesforce, or similar tools.
- Strong analytical and problem-solving skills, with the ability to manage multiple priorities simultaneously.
- Excellent organizational abilities and a proven track record of following up on issues and driving them to resolution.
- Demonstrated customer empathy and commitment to delivering exceptional service experiences.
- Self-motivated, proactive, and comfortable working both independently and within cross-functional teams.
- Strong attention to detail, accountability, and focus on maintaining high standards of accuracy.
- Familiarity with reporting, data analysis, and process improvement initiatives is highly valued.
- Basic proficiency in Microsoft Excel and Word is preferred.
- Basic SQL knowledge or experience working with data queries is considered an advantage.
Benefits
- Comprehensive health insurance coverage and wellness-focused initiatives.
- Generous paid time off policies and company-wide wellness holidays.
- Retirement savings and long-term financial planning options.
- Health and charitable contribution stipends.
- Flexible working hours and the opportunity to work remotely from anywhere.
- Access to employee resource groups and inclusive community initiatives.
- Opportunity to work in an innovative, mission-driven industry focused on improving global healthcare outcomes.
- Exposure to leading organizations in biotechnology, life sciences, and healthcare technology sectors.
- Collaborative work environment with strong opportunities for learning, development, and career progression.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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