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Job Description
- As a Customer Support Executive (Voice) for a leading US-based Pathology Lab, you will be the first point of contact for pathologists and lab staff, handling queries related to orders, samples, reports, and portal access. Your role will involve performing basic troubleshooting and ensuring timely, empathetic, and professional communication throughout the customer journey.
**Key Responsibilities:**
- Handle customer queries via phone, chat, and email.
- Provide functional and first-level technical support.
- Track and update cases in ticketing tools such as Zendesk.
- Ensure SLA compliance and follow up until closure.
- Maintain HIPAA and data privacy standards.
**Qualifications Required:**
- 3+ years of experience in US client support (voice-based).
- Excellent spoken and written English with a neutral/US accent adaptation.
- Strong listening, problem-solving, and interpersonal skills.
- Experience with CRM/ticketing systems.
- Understanding of US customers, US culture, and US phone, chat, and email etiquette.
- Willingness to work rotational 24x7 shifts, including weekends/holidays.
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- Experience with pathology lab/healthcare clients.
- Knowledge of HIPAA, data security, and medical terminology.
In this role, you will have the opportunity to work with a leading US healthcare client and gain exposure to both functional and technical aspects of healthcare services. There are professional growth opportunities in support, QA, or client success.
The role is remote/work from anywhere, and the tentative start date is the first week of October. You will receive 1 week of system & process training. The interview process consists of three rounds:
- First round: Assess Role fitment - Subject Matter Expertise, Problem-solving, Communication, and Troubleshooting, etc.
- Second round: Assess Communication & US Culture awareness - Communication, US Accent & Understanding about US Culture.
- Third round: HR and Culture fit - Culture fit, Role fit, and Background, etc.,
Skills
Data SecurityUS Client SupportMedical TerminologyCustomer SupportEnglishTicketing SystemsProblemsolvingInterpersonal SkillsHIPAACRMIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
02 Nov 25, 01:33 PM IST
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