About the Role
Join our team as a Customer Support Executive for a leading US-based Pathology Lab. You'll be the first point of contact for pathologists and lab staff handling queries around orders, samples, reports, and portal access. You'll also perform basic troubleshooting and ensure timely, empathetic, and professional communication throughout the customer journey.
What You'll Do
Handle customer queries via phone, chat, and email
Provide functional and first-level technical support
Track and update cases in ticketing tools (e.g., Zendesk)
Ensure SLA compliance and follow up until closure
Maintain HIPAA and data privacy standards
Collaborate with internal teams for escalations
What We're Looking For
3+ years of experience handing US client support (voice-based)
Excellent spoken and written English; neutral/ US accent-adapted
Strong listening, problem-solving, and interpersonal skills
Experience with CRM/ticketing systems
Understanding about US Customers, US Culture and US phone, Chat and email etiquette.
Willingness to work rotational 24x7 shifts, including weekends/holidays
Nice to Have:
Experience with pathology lab/healthcare clients
Knowledge of HIPAA, data security, and medical terminology
Why Join Us?
Work with a leading US healthcare client
Professional growth opportunities in support, QA, or client success
* Exposure to both functional and technical aspects of healthcare services
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