Customer Success Executive

Company: Finerr Department: Customer Success & Support Location: Ahmedabad, Gujarat, India Employment Type: Full-Time Reports To: Customer Success Executive

About Finerr

Finerr provides solutions including Finerr Central, Finerr Connect, Finerr Fax, Scheduling, Finerr Pay, Messaging, RX Alerts, Campaigns, Analytics, Social Media, Forms, Website Widgets, and healthcare-system integrations.

We are looking for a Customer Support Executive who can provide excellent support to healthcare providers, troubleshoot product-related issues, coordinate with internal technical teams, and ensure customers receive timely and accurate resolutions.

Key Responsibilities

1. Customer Support

• Handle customer support requests through email, tickets, calls, and other communication channels.
• Understand customer issues and provide clear, professional, and timely responses.
• Assist healthcare providers with questions related to Finerr products, features, settings, and workflows.
• Follow up with customers to ensure reported issues are resolved and the customer is satisfied.
• Maintain professional communication with healthcare providers, administrators, staff, and other users.
• Escalate complex or technical issues to the appropriate internal team when required.

2. Finerr Product Support

Provide first-level support for Finerr products and features, including:

• Finerr Central
• Finerr Connect / Voice
• Messaging / 2-Way SMS
• RX Alerts and Reminders
• Finerr Scheduling
• Finerr Fax
• Finerr Pay
• Campaigns and Patient Outreach
• Analytics and Reporting
• Reviews and Social Media
• Patient Forms and Website Widgets
• Patient profiles and communication workflows
• Healthcare provider integrations

The executive should understand how these products work and must be able to guide customers through common configuration and troubleshooting scenarios.

3. Healthcare System Integrations

Assist customers with issues related to integrations with healthcare and practice-management systems, including supported third-party platforms.

Responsibilities may include:

• Identifying whether patient, prescription, appointment, order, or other relevant data is being received correctly.
• Troubleshooting missing, delayed, or incomplete data.
• Checking integration-related configurations.
• Understanding common API, webhook, listener, and connectivity issues.
• Collecting required information from the healthcare provider before escalating an issue.
• Coordinating with the Integration/Engineering team for advanced issues.
• Communicating technical findings to customers in simple, non-technical language.

4. Voice & Communication Support

• Troubleshoot automated IVR and voice-related issues.
• Assist customers with call-routing and communication workflows.
• Help troubleshoot extensions, call routing, voicemail, missed calls, and related issues.
• Coordinate with the VoIP/technical team for advanced communication issues.
• Assist with IVR configuration and routing when required.

5. SMS, Messaging & A2P 10DLC Support

• Assist customers with Finerr SMS and messaging-related questions.
• Troubleshoot SMS delivery and campaign-related issues.
• Assist with A2P 10DLC registration requirements and campaign information.
• Help customers understand messaging consent, opt-in/opt-out requirements, Terms & Privacy requirements, and sample messaging.
• Investigate common campaign rejection reasons and coordinate with the appropriate team when necessary.
• Monitor and report recurring messaging issues.

6. Website & Patient Engagement Support

• Assist healthcare providers with Finerr website features and widgets.
• Support patient registration and account-related issues.
• Troubleshoot website forms, appointment requests, payment links, and patient communication workflows.
• Verify customer-provided information when investigating patient-facing issues.
• Coordinate with the website/development team when a technical fix is required.

7. Technical Troubleshooting

The Customer Support Executive should be comfortable performing basic technical troubleshooting, including:

• Checking internet/network connectivity.
• Performing basic browser troubleshooting.
• Testing URLs and API endpoints when required.
• Understanding basic HTTP status codes.
• Performing basic connectivity checks such as ping and port testing.
• Identifying whether an issue is related to the Finerr platform, healthcare provider's environment, third-party software, or configuration.
• Collecting screenshots, error messages, timestamps, account details, and other information required for escalation.
• Reproducing issues whenever possible before escalating them.

8. Ticket Management

• Create, update, and maintain customer support tickets.
• Categorize and prioritize issues based on severity and customer impact.
• Maintain accurate ticket notes and troubleshooting history.
• Follow internal escalation procedures.
• Monitor open tickets and ensure timely follow-ups.
• Keep customers informed throughout the resolution process.
• Document recurring issues and potential product improvements.

9. Customer Onboarding Assistance

Support the Customer Success team during new healthcare provider onboarding by:

• Helping customers understand Finerr products and workflows.
• Assisting with basic configuration.
• Coordinating required information for integrations.
• Helping customers prepare for training sessions.
• Supporting customers after onboarding and during the initial adoption period.
• Identifying customers who may require additional training or assistance.

10. Internal Coordination

Work closely with:

• Customer Success Managers
• Engineering / Development Team
• Integration Team
• VoIP / Telecom Team
• Product Team
• Billing Team
• Implementation / Onboarding Team

Provide complete and accurate information when escalating issues so technical teams can investigate efficiently.

Required Skills

• Excellent written and verbal English language communication skills.
• Strong customer-service mindset.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts in simple language.
• Strong attention to detail.
• Ability to multitask and manage multiple customer issues.
• Good documentation and ticket-management skills.
• Comfortable working with web-based SaaS applications.
• Basic understanding of APIs, webhooks, URLs, HTTP, and networking is preferred.
• Ability to learn healthcare technology and provider workflows.
• Ability to work independently as well as with cross-functional teams.

Preferred Experience

Candidates with experience in any of the following will be preferred:

• SaaS customer support
• Technical support
• Healthcare technology
• Healthcare provider software
• Patient engagement platforms
• Practice-management systems
• VoIP/telephony support
• API/integration support
• Helpdesk or ticketing systems
• Customer success

Key Performance Indicators (KPIs)

The Customer Support Executive will be measured on:

• First Response Time
• Resolution Time
• Ticket Resolution Rate
• Customer Satisfaction (CSAT)
• Follow-up completion
• Escalation quality
• Ticket documentation accuracy
• Number of recurring issues identified
• Customer communication quality
• Adherence to support processes and SLAs

What We Expect From You

• Take ownership of customer issues from start to resolution.
• Do not simply forward customer problems to another team without investigation.
• Gather the necessary information before escalating technical issues.
• Keep customers informed throughout the troubleshooting process.
• Be proactive in identifying potential problems.
• Maintain a professional and empathetic communication style.
• Continuously learn Finerr products and healthcare workflows.
• Work as a bridge between customers and internal technical teams.

What Finerr Offers

• Opportunity to work with a growing healthcare technology/SaaS platform.
• Exposure to healthcare technology, integrations, APIs, VoIP, SMS, and patient engagement.
• Opportunity to develop technical support and customer success skills.
• Cross-functional collaboration with Product, Engineering, Integration, and Customer Success teams.
• Growth opportunities within Customer Success, Technical Support, Implementation, or Product Operations.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off

Ability to commute/relocate:

• Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Language:

• English (Required)

Location:

• Ahmedabad, Gujarat (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person

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