The Analyst - Practice Account Support will provide frontline support to clients by handling inquiries and resolving issues through phone and email. The role focuses on delivering exceptional customer service, ensuring timely issue resolution, and maintaining high levels of client satisfaction in a fast-paced, voice-based support environment.
Key Responsibilities:
1. Customer Service & Communication
- Deliver high-quality customer support through inbound and outbound voice interactions and email communication
- Handle customer queries with professionalism, empathy, and accuracy
- Greet customers warmly and effectively identify the nature of inquiries or issues
- Provide clear, accurate, and timely information to resolve customer concerns
2. Issue Resolution & Case Management
- Take end-to-end ownership of cases and drive them through to resolution
- Troubleshoot issues, identify root causes, and provide appropriate solutions or escalate when required
- Ensure timely follow-ups and closure of customer cases
3. Operational Support
- Document customer interactions, issues, and resolutions accurately in systems
- Maintain records of processes, procedures, and knowledge base updates
- Support continuous improvement initiatives by identifying recurring issues and suggesting improvements
4. Collaboration & Team Contribution
- Work effectively within a small, dynamic team environment
- Coordinate with internal stakeholders to resolve complex issues
Required Skills:
- Excellent verbal and written communication skills (mandatory for international voice process)
- Strong interpersonal and presentation abilities
- Effective problem-solving and analytical skills
- High attention to detail and accuracy
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Basic troubleshooting skills and system navigation ability
- Exposure to Healthcare / Healthcare BPO domain (added advantage)
- Ability to work in a fast-paced and high-pressure environment
- Strong time management and prioritization skills
- Ability to work independently with minimal supervision
- Willingness to work in night shifts (US shift alignment)
Experience Requirements:
- 0–3 years of experience in customer service or voice support roles
- Flexibility to work in night shifts is mandatory
- The job description may evolve based on business requirements and individual performance
