Client Support Consultant

6 days ago

Bengaluru, Karnataka, India HealthEdge Full time ₹ 40,00,000 - ₹ 80,00,000 per year

OverviewThe 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 experienceBachelor's 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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