Product Support Analyst – EHR / EMR Software

India | Remote

Full time | UK business hours

Product Support Analyst | Product Support Consultant | Application Support Analyst | EHR Support | EMR Support | SaaS Support | Customer Tickets | Production Support

About the role

Script Assist is hiring junior Product Support Analysts to support customers using a complex healthcare SaaS platform.

We are particularly interested in people currently or recently working in roles such as:

• Product Support Analyst
• Product Support Consultant
• Product Support Associate
• Application Support Analyst
• EHR Support Analyst
• EMR Support Analyst
• Software Support Analyst
• Healthcare Application Support Analyst
• CX Support Analyst
• Customer Support Analyst in a software product company

Relevant backgrounds include athenahealth, NextGen Healthcare, PracticeSuite, eClinicalWorks, Oracle Health / Cerner, Altera Digital Health / Allscripts, MEDITECH, InterSystems / TrakCare and other EHR, EMR, HIS, healthcare SaaS or B2B software businesses.

Previous healthcare experience is highly attractive but not mandatory.

This is software product support, not generic customer service and not IT helpdesk support.

About Script Assist

Script Assist is a UK healthcare technology company.

Our software supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.

Our platform contains interconnected:

• clinical workflows
• customer workflows
• permissions
• user roles
• statuses
• data
• integrations
• operational processes
• customer-specific configurations

Our Product Support Analysts therefore need to do more than answer tickets.

They need to investigate why something happened.

What you will do

You will:

• Receive, triage and manage customer support tickets
• Investigate issues reported within a live SaaS software application
• Ask customers the right questions to understand the problem
• Reproduce reported software behaviour
• Analyse application behaviour and available data
• Identify whether an issue relates to software, data, configuration or user workflow
• Resolve product and application-support issues
• Manage tickets against priorities and SLAs
• Document investigation steps and resolutions accurately
• Escalate genuine defects to Product or Engineering
• Provide clear reproduction steps and supporting evidence
• Work with Product, Engineering and QA
• Validate software fixes
• Confirm issues are genuinely resolved before closure
• Communicate clearly with customers throughout an investigation
• Identify repeated incidents and recurring support problems
• Maintain support documentation and knowledge articles
• Contribute to continuous improvement of the support process

You will gradually learn increasingly complex areas of the Script Assist platform.

Who we are looking for

We are primarily targeting candidates with 0–2 years of professional experience.

The ideal person may currently have approximately 6–24 months as a:

• Product Support Analyst
• Product Support Consultant
• Application Support Analyst
• EHR / EMR Support Analyst
• Software Support Analyst
• SaaS Support Analyst
• Technical Customer Support Analyst

You should have:

• Very good written and spoken English
• Strong analytical and problem-solving ability
• Experience working with customer tickets or support cases
• Evidence that you personally investigate issues
• Excellent attention to detail
• Strong ownership and follow-through
• The ability to learn complicated software quickly
• Confidence communicating with customers
• Confidence working with technical colleagues

Technical background

We strongly prefer candidates with a degree such as:

• B.Tech / BE Computer Science
• B.Tech / BE Information Technology
• Computer Engineering
• BCA
• MCA
• BSc Computer Science
• BSc Information Technology
• Electronics or another related technical discipline

However, a different degree will not automatically exclude someone with excellent software-product support experience.

Useful software-support experience

Experience with any of the following is valuable:

• Jira
• ServiceNow
• Zendesk
• Freshdesk
• CRM ticketing systems
• SQL
• relational databases
• APIs
• JSON
• software testing
• defect reproduction
• log investigation
• production support
• incident management
• application configuration
• root-cause analysis
• SaaS
• B2B software
• EHR
• EMR
• HIS
• healthcare software

You do not need to be a software developer.

Healthcare software experience

We would particularly like to hear from junior candidates currently or previously supporting software at organisations such as:

• athenahealth
• NextGen Healthcare
• PracticeSuite
• Oracle Health / Cerner
• eClinicalWorks
• Altera Digital Health / Allscripts
• MEDITECH
• InterSystems / TrakCare
• other EHR / EMR / HIS vendors
• healthcare SaaS businesses

For example, someone who has worked as an athenahealth Product Support Analyst or NextGen Product Support Consultant is very close to the kind of background we are interested in. Those real roles involve customer/product inquiries, workflow troubleshooting, production issues, documentation and problem solving.

Healthcare experience is a major advantage, but we will also consider excellent candidates from other complex SaaS, ERP, fintech, workflow or B2B software products.

What this role is NOT

This is not primarily:

• IT helpdesk
• desktop support
• hardware support
• laptop repair
• printer support
• Windows installation
• network administration
• router or switch support
• NOC monitoring
• infrastructure support

We are looking specifically for people who support software products and the customers using those products.

Why join Script Assist?

This is an opportunity to build a career inside sophisticated B2B healthcare technology.

You will work closely with:

• Product
• Engineering
• QA
• Customer teams
• Operations

Strong performers can develop towards:

• Senior Product Support
• Technical Operations
• Application Support
• Implementation
• Business Analysis
• QA
• Product
• Integrations
• Customer Technology

If you enjoy solving software problems, understanding how applications behave and helping customers reach a real resolution, we would like to hear from you.