Customer Support

3 weeks ago

Kochi Kerala India, Ernakulam PracticeSuite, Inc. Full time

About PracticeSuite


PracticeSuite is a leading cloud-based Healthcare SaaS provider offering a fully integrated suite of solutions for medical practices, including Electronic Health Records (EHR), Practice Management, and Revenue Cycle Management systems. Our mission is to empower healthcare providers with technology that enhances clinical efficiency and patient care.



Position Overview


We are seeking a Customer Support Analyst with experience in Electronic Health Records (EHR) systems to join our growing customer support team. The ideal candidate will serve as the primary point of contact for resolving client inquiries, troubleshooting system issues, and ensuring a seamless user experience.


You’ll play a key role in supporting healthcare clients, identifying product issues, and collaborating with internal teams to deliver timely and accurate solutions.



Key Responsibilities


  • Provide front-line support to healthcare clients using PracticeSuite’s EHR and Practice Management applications.


  • Respond to customer queries via phone, chat, or email, ensuring a high level of customer satisfaction.


  • Diagnose and troubleshoot EHR-related issues such as charting, documentation, orders, templates, and workflows.


  • Log, track, and manage support tickets in the CRM system, ensuring timely follow-up and resolution.


  • Collaborate with technical, QA, and product teams to escalate and resolve complex issues.


  • Educate clients on system features and guide them through best practices for EHR usage.


  • Document common support solutions and contribute to internal and client-facing knowledge bases.


  • Assist in onboarding and training new customers on PracticeSuite EHR modules when needed.



Required Skills & Qualifications


  • Bachelor’s degree in Information Technology, Healthcare Administration, Computer Science, or a related field.


  • 1–3 years of experience in EHR/EMR support, preferably in a healthcare software or SaaS environment.


  • Strong understanding of clinical workflows, medical terminology, and EHR functionalities (charting, scheduling, templates, e-prescribing, etc.).


  • Excellent communication skills (verbal and written) with a customer-focused attitude.


  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.


  • Analytical and problem-solving skills with a detail-oriented mindset.


  • Familiarity with tools such as ticketing systems, CRMs, and remote support tools.



Preferred Qualifications


Prior experience supporting PracticeSuite EHR or similar platforms (eClinicalWorks, Athenahealth, Kareo, etc.).


Basic SQL or database knowledge for issue investigation.


Experience in U.S. healthcare operations, billing, or compliance (HIPAA).



Why Join PracticeSuite


Be part of a fast-growing SaaS company making a real impact in healthcare.


Work in a collaborative, innovation-driven environment.


Opportunities for professional growth and continuous learning.


Competitive compensation and benefits package.

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