Senior Support Analyst in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Analyst based in India.

Join a fast-paced and mission-driven environment where customer experience, operational excellence, and data-driven problem solving are at the core of daily activities. This role offers the opportunity to serve as a key point of contact for customers, ensuring timely resolution of inquiries while contributing to platform improvements and cross-functional initiatives. You will collaborate closely with teams across Customer Success, Sales, Product, Engineering, and Implementation, helping drive customer satisfaction and long-term retention. The position is ideal for professionals who enjoy solving complex challenges, working independently, and delivering high-quality support experiences. With exposure to innovative technologies and meaningful projects, this role provides strong opportunities for professional growth while contributing to solutions that positively impact the global healthcare ecosystem.

• Serve as the primary point of contact for customer inquiries, providing timely and high-quality support across multiple channels.
• Manage, investigate, and resolve support tickets, ensuring issues are either addressed directly or routed efficiently to the appropriate teams.
• Develop and execute action plans to identify, escalate, and remediate operational challenges affecting customer experience.
• Collaborate closely with cross-functional teams including Sales, Customer Success, Product, Engineering, and Implementation to ensure seamless issue resolution.
• Educate users on platform functionalities and provide additional guidance or training when necessary.
• Monitor support trends, replicate and validate reported issues, and contribute to proper bug categorization and prioritization.
• Identify opportunities for product enhancements, process optimization, and feature improvements based on customer feedback and support insights.
• Create, maintain, and improve technical documentation and knowledge resources.
• Contribute to reporting initiatives, data integrity projects, and broader operational improvement efforts.
• Maintain high performance standards in key customer support metrics, including response times, resolution rates, customer satisfaction, and retention indicators.

• 3–5 years of experience in a customer-facing support, technical support, or customer operations role, preferably within a SaaS environment.
• Fluent English communication skills, both written and spoken, with the ability to explain complex concepts to technical and non-technical audiences.
• Hands-on experience with ticketing and customer support platforms such as Zendesk, Jira, Salesforce, or similar tools.
• Strong analytical and problem-solving skills, with the ability to manage multiple priorities simultaneously.
• Excellent organizational abilities and a proven track record of following up on issues and driving them to resolution.
• Demonstrated customer empathy and commitment to delivering exceptional service experiences.
• Self-motivated, proactive, and comfortable working both independently and within cross-functional teams.
• Strong attention to detail, accountability, and focus on maintaining high standards of accuracy.
• Familiarity with reporting, data analysis, and process improvement initiatives is highly valued.
• Basic proficiency in Microsoft Excel and Word is preferred.
• Basic SQL knowledge or experience working with data queries is considered an advantage.

• Comprehensive health insurance coverage and wellness-focused initiatives.
• Generous paid time off policies and company-wide wellness holidays.
• Retirement savings and long-term financial planning options.
• Health and charitable contribution stipends.
• Flexible working hours and the opportunity to work remotely from anywhere.
• Access to employee resource groups and inclusive community initiatives.
• Opportunity to work in an innovative, mission-driven industry focused on improving global healthcare outcomes.
• Exposure to leading organizations in biotechnology, life sciences, and healthcare technology sectors.
• Collaborative work environment with strong opportunities for learning, development, and career progression.