Customer Support Executive

3 days ago


Indore, Madhya Pradesh, India Gate6 Full time

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Customer Support Executive (Voice Process) About the Role

Join our team as a Customer Support Executive for a leading US-based Pathology Lab. You ll be the first point of contact for pathologists and lab staff handling queries around orders, samples, reports, and portal access. You ll also perform basic troubleshooting and ensure timely, empathetic, and professional communication throughout the customer journey.

What You ll Do

  • Handle customer queries via phone, chat, and email

  • Provide functional and first-level technical support

  • Track and update cases in ticketing tools (e.g., Zendesk)

  • Ensure SLA compliance and follow up until closure

  • Maintain HIPAA and data privacy standards

  • Collaborate with internal teams for escalations

What We re Looking For

  • 3+ years of experience handing US client support (voice-based)

  • Excellent spoken and written English; neutral/ US accent-adapted

  • Strong listening, problem-solving, and interpersonal skills

  • Experience with CRM/ticketing systems

  • Understanding about US Customers, US Culture and US phone, Chat and email etiquette.

  • Willingness to work rotational 24x7 shifts, including weekends/holidays

Nice to Have:

  • Experience with pathology lab/healthcare clients

  • Knowledge of HIPAA, data security, and medical terminology

Why Join Us

  • Work with a leading US healthcare client

  • Professional growth opportunities in support, QA, or client success

  • Exposure to both functional and technical aspects of healthcare services



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