Enterprise Support Associate

About this job

As an Enterprise Support Associate at Zocdoc in Pune, you will play a crucial role in giving power to the patient by fixing healthcare access. Zocdoc operates the leading healthcare marketplace and is expanding its infrastructure to power access to care across provider websites, insurance directories, search engines, and AI platforms. In this role, you will own the end-to-end support experience for a portfolio of healthcare providers. You will ensure these providers gain maximum value from Zocdoc's services. A normal day involves managing and resolving support cases via email and phone, handling the full lifecycle of cases in Salesforce, proactively identifying provider needs, collaborating with internal cross-functional teams, escalating complex issues, and maintaining accurate provider data while meeting productivity and quality key performance indicators.

Responsibilities

• Manage and resolve provider support cases via email and phone
• Own the full lifecycle of support cases in Salesforce including triage, updates, and closure
• Proactively identify and address provider needs with recommended solutions
• Escalate complex issues to internal teams and follow up for resolution
• Collaborate with Onboarding Partners, Client Success Managers, and Account Executives
• Maintain high accuracy and attention to detail in provider data and communications
• Meet or exceed productivity and quality KPIs including response times and satisfaction scores

Requirements

• 3+ years of experience in customer support or customer success roles at a service-based company
• Exceptional written and verbal communication skills
• Highly organized, analytical, and detail-oriented
• Ability to thrive in a fast-paced environment and adapt quickly to change
• Resourceful problem solver who takes initiative and shows ownership
• Proficient in MS Excel or spreadsheets and comfortable with CRM tools like Salesforce
• Willingness to work US shifts and collaborate with global teams
• Passion for improving healthcare through technology

Good to have

• Strong customer focus and empathy
• Strong multitasking and prioritization skills
• Ability to work independently and collaboratively
• Resilience and adaptability in the face of ambiguity
• Commitment to continuous learning and self-development

Who should apply

This role is well-suited for professionals who have a background in customer support or customer success at a service-based company and possess strong communication and CRM skills. Candidates must be comfortable working US shifts and collaborating with global teams. If you are organized, analytical, proactive, and passionate about improving healthcare access through technology, this position at Zocdoc in Pune is an ideal match for your career.

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