Product Support Specialist

About the role

We are expanding our support team and need a Product Support Specialist based in India to serve our NHS clients during UK business hours. You will be the first point of contact, handling tickets, chat and email, and ensuring smooth resolution of product‑related issues.

Key responsibilities

• Respond to customer inquiries via Zendesk, chat and email, logging all interactions accurately.
• Triage, investigate and resolve technical queries, escalating complex cases to the appropriate internal teams.
• Collaborate with client‑facing and product development teams to drive issue resolution and product improvements.
• Create and maintain knowledge‑base articles, troubleshooting guides and documentation.
• Analyse support data to identify trends, suggest process enhancements and contribute to KPI achievement.

Required profile

• 1–3 years of experience in a customer‑facing support role within a SaaS or technology company.
• Strong written and spoken English with the ability to explain technical concepts clearly.
• Detail‑oriented, analytical mindset and comfortable multitasking in a fast‑paced environment.
• Self‑starter attitude with a genuine interest in healthcare technology.

Required skills

• Proficiency with ticketing platforms – Zendesk preferred; Freshdesk, HubSpot Service Hub or Jira Service Management acceptable.