Support Specialist - Chennai

We Breathe Life Into Data · At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That's why we built the Healthcare Map — the industry's largest, most complete, precise view of the U.S. heal ...

Job description

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That's why we built the Healthcare Map — the industry's largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare's most complex questions for our partners. Across the healthcare ecosystem, we're helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver "wow," and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

Deliver exceptional application support to our customers, providing information, best practices, and process guidance. This role supports both existing products and new platform features. The primary communication method is written English, requiring strong written language skills. 

This role is the initial point of contact for user assistance and a key component of our Customer Retention strategy. This position is dedicated to supporting the Pacific Standard Time (PST) region and requires working a permanent night shift (IST 10:30 PM – 6:00 AM) to align with customers' core business hours.

Looking back on your first 12 months at Komodo Health, you will have…

• Successfully driven customer product adoption through best-in-class support, following clear SOP's and methodologies at all times
• Developed knowledge of Komodo's products and data, with the ability to promote customer learning and self-help
• Established internal and external credibility, allowing you to identify process improvements and share them with internal Komodo stakeholders.

You will accomplish these outcomes through the following responsibilities…

• Answering customer questions about general product features and behaviors
• Handling common technical tasks and activities according to specifications
• Gathering clear requirements for every support ticket, with a particular focus on escalation tickets, and collaborating cross-functionally with various product and engineering teams
• Responding to your workload with consistent operational rigor and modeling best Dragon behaviors in communication, timeliness and follow-through
• Maintaining consistent availability and responsiveness during Pacific Standard Time (PST) hours to ensure real-time support for US-based customers.

What you bring to Komodo Health:

• 2 years in a customer/technical support role, preferably using Zendesk or similar, as well as Jira
• Clear written and verbal communication skills in English
• Technical knowledge and understanding of google suite and basic configuration structures
• 4 year Degree from University (STEM degrees preferred)
• Positive attitude towards work/life
• Ability and willingness to work a permanent night shift to cover Pacific Standard Time (PST) business hours. This is a standard fixed shift with no rotation

Expectations of AI Use in this role (required):

• Knowledge to Leverage AI to summarize tickets, identify key details, and draft initial responses aligned to approved KBs.
• Good to have Use AI to search and reference internal knowledge, SOPs, and past ticket patterns for faster resolution.

Additional skills and experience we'd prioritize (nice to have)…

• Understanding of the healthcare industry (US or other) and prior support experience in this field
• Technical knowledge such as SQL 
• Understanding of the lifecycle of software company

Komodo's AI Standard

At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success.

Join us in shaping the future of healthcare intelligence.

Where You'll Work

Komodo Health has a hybrid work model with hubs in San Francisco, New York City, and Chicago. Roles vary — some can be performed from anywhere in the country, others are scoped to a specific region, and some are based near one of our hubs. For hub-based Dragons, we're building intentional in-office rhythms alongside the flexibility that's core to how we work. Whatever your setup, expectations will always be clear before you join.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

By submitting your application, you acknowledge that you have read and understand Komodo Health's Privacy Notice for Employees and Contractors.

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