Customer Support Representative – Healthcare ATS

7 days ago

Hyderabad, Telangana, India W3Global Full time ₹ 2,16,000 - ₹ 7,20,000 per year

Department:
W3Global (Talent Pathway)

Work timings:
7:30 PM - 4:30 AM IST (Fixed Saturday & Sunday Week offs)

Salary range:
As per Company Norms + Performance Incentives

Work Location:
Kothaguda, Hyderabad (Work from office)

Key Responsibilities
Client Support & Issue Resolution:

  • Serve as the primary point of contact for customer inquiries, troubleshooting product-related issues via email, chat, or phone.
  • Ensure timely and accurate resolution of client concerns, escalating technical issues to the appropriate internal teams when required.

Onboarding & Training

  • Guide new healthcare staffing clients through platform setup, user onboarding, and product training.
  • Educate users on best practices and new features to help them maximize platform value.

Customer Relationship Management

  • Maintain strong client relationships by proactively engaging with users to understand their needs and ensure satisfaction.
  • Collaborate with the customer success and product teams to address recurring client feedback and enhance user experience.

System & Data Management

  • Maintain detailed records of client interactions and issue resolutions in the CRM system.
  • Monitor usage patterns and identify opportunities for process improvement or additional training.

Collaboration

  • Partner with product and technical teams to provide feedback on client pain points and feature requests.
  • Coordinate with marketing and sales teams to ensure a consistent and positive customer journey.

Qualifications

  • Bachelor's degree in Business, Communication, or related field (preferred).
  • 2+ years of experience in customer support or client servicing, preferably in a SaaS, HR tech, or ATS environment.
  • Familiarity with the healthcare recruitment or staffing industry is highly desirable.
  • Strong verbal and written communication skills.
  • Experience using CRM or support tools (e.g., Salesforce, HubSpot, Zendesk, Ceipal, JobDiva).

Preferred Skills

  • Prior experience supporting healthcare staffing or HR technology clients.
  • Understanding of ATS workflows, candidate management, or compliance processes.
  • Strong analytical, troubleshooting, and customer service mindset.

Compensation & Benefits

  • Competitive salary.
  • Comprehensive health, accidental, and life insurance.
  • Professional development and growth opportunities.

Inclusive, collaborative work environment focused on client success.

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