Client Support Consultant

6 days ago

Bengaluru, Karnataka, India Healthedge Full time ₹ 4,50,000 - ₹ 6,50,000 per year

The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services. The Client Support Consultant is a key member of that function and a part of our Client Operations team. This role focuses on initial customer inquiry processing, accurate case routing, and administrative support for our HealthEdge Source platform.HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.Responsibilities:Process 20-30 incoming customer emails daily and categorize inquiries using ServiceNow ticketing systemRoute cases to appropriate specialists based on established decision trees with >95% accuracyProvide initial responses using standardized templates for common inquiriesMaintain accurate case documentation, status updates, and routing rationaleHandle basic Q&A inquiries and direct customers to appropriate resourcesMeet daily processing volume targets while maintaining quality standardsParticipate in continuous process improvement initiativesOn call for customer Severity 1 outage eventsRequirements/Qualifications:5+ years of relevant work experienceBachelors Degree or equivalent experience demonstrating customer service skills in a technical environmentExperience with core IT infrastructure components and service conceptsExperience collaborating with cross-functional teams through high-priority and time-sensitive issuesDemonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed and relevant communications (verbal and written)Maintain accurate case documentation, status updates, and routing rationaleExceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologiesAbility to convey difficult messages with confidence, tact and diplomacyAbility to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilitiesHealthcare industry experience requiredSalesforce, ServiceNow, and JIRA experience a plus

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