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Role summary
The Customer Support Engineering Senior Analyst supports resolution of portal-related cases with a focus on operational accuracy, timely follow-up, and issue management across US healthcare workflows. This role is based in Chennai. The position requires3 to 6 years of experienceand supports customer outcomes through strong case handling, collaboration, and problem-solving in a fast-paced support environment. This role will report to theCustomer Support Engineering Senior Manager.
Team summary
The L2 Customer Support team is responsible for handling complex and escalated cases that require in-depth analysis and cross-functional collaboration. The team focuses on root cause identification, issue resolution, and ensuring high-quality outcomes for clients. L2 also supports Tier 1 and internal teams through swarming, guidance, and knowledge sharing. In addition, the team plays a key role in improving processes, reducing rework, and enhancing overall customer experience.
Essential Job Responsibilities
- Investigateand resolve portal cases by reviewing issue details, identifying likely causes, and determining appropriate next steps within established support processes.
- Analyzecase trends, recurring issues, and workflow gaps to support efficient resolution and escalation of L2 portal cases.Coordinatewith internal partners such as Customer Support, Engineering, and Operations to progress case resolution and manage dependencies.Documentcase findings, actions taken, and customer-impacting outcomes in a clear and consistent manner.
- Prioritizeincoming work based on urgency, business impact, and service-level expectations.Communicatestatus updates and resolution details to stakeholders using professional, concise, and customer-focused language.
- Applyknowledge ofRCMandUS healthcareworkflows to interpret issues and support accurate case handling.Supportcontinuous improvement by identifying patterns, contributing to process refinements, and recommending operational improvements.
- UseAI-enabled tools and approved automation features to organize case information, draft first-pass notes, and speed up routine analysis while verifying outputs for accuracy before use.
Additional Job Responsibilities
- Assist with ad hoc support activities related to portal operations and case management.
- Participate in team meetings, huddles, and operational reviews as needed.
- Contribute to knowledge sharing by documenting learnings and resolution patterns.
- Support testing or validation of workflow changes when required.
- Escalate complex issues according to defined support pathways.
- Help maintain a consistent and accurate case queue through follow-up and closure hygiene.
- Perform other related tasks aligned to the role's scope and level.
Expected Education & Experience
- Bachelor's degree or equivalent practical experience.
- 3 to 6 yearsof experience in a support, operations, or case management role.
- Experience working inRCMandUS healthcareenvironments.
- Experience managing customer or portal cases in a structured support setting.
- Understanding of issue triage, escalation, and resolution workflows.Strong written and verbal communication skills..
- Demonstrated ability to manage priorities and maintain quality in recurring work.
- Familiarity with using business systems, case tools, and productivity tools to support daily work.
