Support Specialist
Job description
About the role
Support Specialists drive customer success through expert application guidance. This role strengthens customer retention within a data-driven healthcare ecosystem.
Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.
Key facts
What you'll do
Customers receive clear answers on product features and behaviors, helping them unlock critical insights into patient behaviors and treatment patterns.
Common technical tasks and activities are handled according to specifications, enabling partners to identify gaps in care and address unmet patient needs.
Requirements are gathered precisely for every support ticket, with heightened focus on escalation tickets, while collaborating across product and engineering teams to improve care delivery.
Consistent operational rigor is applied in responses, modeling Dragon behaviors in communication, timeliness, and follow-through to support client retention strategies.
Requirements
The posting states a minimum of 2 years of experience.
Two years in a customer or technical support role, preferably using Service Cloud or similar, as well as Gainsight and Jira, is mandatory for handling support tickets.
Clear written and verbal communication skills in English are required to deliver wow experiences through the Healthcare Map and software applications.
Technical knowledge of Google Suite and basic configuration structures is necessary to assist customers effectively.
A four-year degree from a university, with STEM degrees preferred, is required for this role focused on data and algorithms.
A positive attitude towards work/life balance supports consistent operational rigor in a hybrid work model.
Nice to have
Understanding of the healthcare industry in the US or other regions and prior support experience in this field helps serve healthcare partners.
Technical knowledge such as SQL enhances the ability to track detailed patient behaviors and treatment patterns.
An understanding of the software company lifecycle enables better identification of process improvements for stakeholders.
Skills & tools
Core tools include Service Cloud, Gainsight, Jira, and Google Suite.
General familiarity with data structures and algorithms supports product adoption and customer self-help.
Practical notes
This role operates under India local policies and expectations.
Hybrid work arrangements vary by hub; expectations are clear before joining.
Typical interview steps
Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.
Good to know
The role engages with healthcare data and software applications in a regulated environment.
AI tools are used to summarize documents and automate workflows.
Team members operate with diverse backgrounds around a shared mission.
Questions to ask
Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.
Career growth
Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.