Enterprise Support Associate

Location: Pune (with US shift requirements)

About Zocdoc: Zocdoc is a technology company dedicated to transforming the healthcare experience. Our mission is to empower patients and providers by simplifying and streamlining healthcare journeys.

Your Impact: As an Enterprise Support Associate, you will own the end-to-end support experience for a portfolio of healthcare providers. You will ensure providers receive maximum value from Zocdocs products and services by resolving their queries, optimizing their profiles, and proactively identifying opportunities for improvement. You will be the primary point of contact for support cases, collaborating with cross-functional teams to deliver a seamless provider experience.

Key Responsibilities:

Manage and resolve provider support cases via email and phone, ensuring timely and high-quality responses

Own the full lifecycle of support cases in Salesforce, including triage, status updates, documentation, and closure

Proactively identify and address provider needs, recommending solutions and improvements

Escalate complex issues to the appropriate internal teams (EOP, ECSM, AE, IS) and follow up to ensure resolution

Collaborate with Enterprise Onboarding Partners, Client Success Managers, and Account Executives to deliver a unified provider experience

Maintain a high level of accuracy and attention to detail in all provider data and communications

Meet or exceed productivity and quality KPIs, including case response times and satisfaction scores

Continuously learn and adapt to new processes, tools, and product updates

Participate in team meetings, training sessions, and process improvement initiatives

You'll Succeed in This Role If You:

Have 3+ years of experience in customer support / customer success roles (email and voice) at a service-based company

Demonstrate exceptional written and verbal communication skills

Are highly organized, analytical, and detail-oriented

Thrive in a fast-paced, dynamic environment and adapt quickly to change

Take initiative, show ownership, and are resourceful in solving problems

Are proficient in MS Excel/Spreadsheets and comfortable with CRM tools (e.g., Salesforce)

Have a working knowledge of SQL (preferred)

Are willing to work US shifts and collaborate with global teams

Are passionate about improving healthcare through technology

Preferred Competencies:

Customer focus and empathy

Strong multitasking and prioritization skills

Ability to work independently and as part of a collaborative team

Resilience and adaptability in the face of ambiguity or change

Commitment to continuous learning and self-development

Benefits:

Competitive compensation and medical insurance.

Daycare/creche facility.

Wellness programs and resources.

Cellphone and wifi reimbursement.

Parental leave and annual health check-ups.

Sabbatical leave for long-term employees.