As a member of the Customer Success team, the Customer Support Specialist is focused on helping Fold Health deliver high quality support to customers of all sizes. This position will partner with the Customer Success team members to resolve more complex issues or escalated issues for accounts of all sizes. The Customer Support Specialist acts as a customer advocate and works with internal departments to ensure customer needs are understood and satisfied with frequent updates to the customer. This position will also manage the overall customer satisfaction and health for a small group of customers. The Customer Support Specialist will assist with documentation and follow up on bug reports, enhancement requests, support needs, light system training, and improving the overall customer experience, in partnership with the Customer Success Manager.
The successful Customer Services Specialist will become an expert in the Fold Health platform and all related technologies. This hybrid role requires occasional office presence in Pune, with an option to work from home.
Requirements
Experience and Education
- Bachelor's degree (B.E. or BTech or MCA) in Computer Science, Engineering, or a related field.
- Prior experience and knowledge with technical support or software engineering with Healthcare technology customers as well as working with Software Product Management and Engineering teams.
- Strong problem-solving skills with proficiency in debugging and troubleshooting technical issues.
- Comfortable using collaboration tools such as Teams, Atlassian (Confluence & Jira), Wrike, Loop, Power BI, etc.
- Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint)
- Excellent verbal and written communication skills to interact with customers and internal teams.
- Ability to work effectively both independently and as part of a team.
- Experience in leading smaller projects, coordinating across multiple departments of an organization, and driving for results.
- Knowledge of file management, transcription, and other administrative procedures
- Highly organized, focused and results driven to meet both deadlines and expectations.
- Ability to work in US hours to support customers in the US time zone.
