Senior Technical Support Associate (Blended Process)

Sr. Technical Support with a blended process at a company in Navi Mumbai.

Here are the key details:

Job Title: Sr. Customer Support Associates || Technical Support (Blended Process)

Location: Navi Mumbai

Salary: Up to 6.50 LPA

Work Mode: Work From Office (Please Note: No pick-up/drop facility. Candidates will need to manage their own commute)

Shift: Rotational Shifts & Rotational Week Offs

Working Days: 5 days a week (Rotational)

Joining: Immediate joiners preferred

Candidate Criteria:

• Minimum 10th Passed.
• Minimum 1 year of experience in Technical Support with a Blended Process (Voice & Chat) in International BPO.
• Prior knowledge or experience in US Healthcare processes and EMR systems is an added advantage.
• Excellent verbal and written communication skills.
• Neutral accent appropriate for US-based customer interactions.
• Must be comfortable working on rotational shifts aligned with the EST time zone, along with rotating weekly offs.
• Must be comfortable with Work From Office (no pick-up or drop facility).
• Must be comfortable handling both voice calls and chat support.

Preferred Skills & Competencies:

• Strong problem-solving, troubleshooting, and analytical abilities.
• Ability to thrive in a fast-paced, high-volume support environment.
• Familiarity with EMR systems such as Epic, Cerner, Athenahealth, and DrChrono is a strong advantage.
• Understanding of HIPAA regulations and healthcare industry compliance standards is preferred.
• Experience using CRM/ticketing tools like Zendesk, Salesforce, or similar platforms.
• Detail-oriented with excellent organizational and time-management skills.
• Fast learner with adaptability to evolving business and technology landscapes.

Roles & Responsibilities:

• Deliver outstanding technical support and customer service via voice, email, and chat.
• Troubleshoot and resolve customer issues with accuracy and professionalism, adhering to SLAs and operational guidelines.
• Manage cases end-to-end with timely follow-ups and updates.
• Collaborate with internal teams and escalate issues where necessary.
• Handle multiple communication channels while maintaining service quality and professionalism.

Job Types: Full-time, Permanent

Pay: Up to ₹650,000.00 per year

Benefits:

• Provident Fund

Shift:

• Rotational shift

Ability to commute/relocate:

• Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This is a pure rotational shift job with rotational week-off. No commute provided by the company. Are you ready to commute on your own for this job?

Education:

• Secondary(10th Pass) (Required)

Experience:

• Technical support: 1 year (Required)

Language:

• English (Required)

Location:

• Navi Mumbai, Maharashtra (Required)

Work Location: In person