TE-1468 Technical Support (Application)

softobiz· Support - Operations
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📍 Hyderabad, TG, IndiaFULL TIME

About this role

ABOUT THE ROLE
Our healthcare platform handles member intake, provider consultations, prescription routing, pharmacy fulfilment, and shipment tracking in a single integrated system. When something does not work as expected, a member's treatment is delayed. The Technical Support (Application) agent is the first technical triage layer that stands between a confusing error and a clear, documented escalation.
This is a runbook-driven role. You follow established diagnostic procedures to classify what kind of platform issue a member has encountered, document your findings clearly, and escalate to the Senior Technical Support agent with everything they need to investigate further. You do not fix code. You identify, classify, and hand off — accurately and quickly.
WHAT YOU'LL BE DOING

First-Level Technical Triage
  • Pick up support tickets flagged as technical issues by the CS team within SLA targets.
  • Check member status in the admin portal — sync state, order status, treatment plan, payment history, and consultation log.
  • Identify which stage of the member journey the issue is occurring: intake, payment, provider review, prescription transmission, pharmacy fulfilment, or shipment tracking.
  • Classify payment errors: member-side card decline (guide member to update card — no Engineering escalation needed) vs. payment authentication failure (escalate to Senior Tech immediately — known platform gap).
  • Check order state and confirm whether the current state matches the expected state at that point in the fulfilment journey.
  • Look up shipment tracking using the carrier tracking reference from the order tracking view — confirm whether a delay is carrier-side or a platform integration issue.
Escalation to Senior Technical Support
  • Attempt a single manual sync retry on lower-priority sync failures before escalating.
  • When escalating, always include: member ID, support ticket reference, issue category, error message or sync state, relevant order or prescription ID, steps already tried, and your assessment of member impact.
  • Escalate high-priority issues (member charged but no order created, all pharmacy transmissions failing, core authentication failure) to Senior Tech immediately — do not attempt troubleshooting first.
  • Acknowledge high-priority alerts in the team channel promptly to signal you are investigating
Documentation & Member Communication
  • Document all diagnostic steps taken in the ticketing system before escalating or closing.
  • Keep member communication clear and factual — do not overpromise on resolution timelines you cannot control (pharmacy dispatch, provider review SLA, Engineering fix timelines).
  • Flag recurring issue patterns to the Senior Technical Support agent for potential SOP updates.
  • Complete shift handoff notes before logging off — document all open tickets and any pending actions.
Platform Learning
  • Build working knowledge of the admin portal — member search, treatment plan view, order detail, integration call logs, and payment history.
  • Understand the escalation channel structure: team channel for general issues, vendor-specific channels for partner escalations, and the Engineering channel for platform bugs.
  • Stay current on known platform limitations and interim workarounds communicated by the Senior Technical Support team.
COMMON ISSUES YOU WILL TRIAGE
  • Member cannot log in or is being routed to the wrong portal
  • Order stuck in a pending or error state for longer than expected
  • Payment failed at checkout — determining if it is a card decline or an authentication failure
  • Intake form step not loading or failing on submission
  • Prescription approved by provider but not received at the pharmacy
  • Shipment tracking not updating in the platform or tracking integration
  • Member frustrated by provider follow-up requests (additional information, photo requirements)
  • Refund or account credit not reflecting correctly in the member account
SKILLS YOU SHOULD HAVE
  • 1–3 years in technical support, application support, or a SaaS helpdesk environment.
  • Able to read basic API error responses and data payloads — you do not write code but you need to understand what an error field or status code means.
  • Experience with a support ticketing platform (Zendesk, Freshdesk, or similar).
  • Clear, professional written communication in English.
  • Able to follow step-by-step runbooks precisely and escalate correctly when steps are exhausted.
  • Attention to detail — PHI handling errors in a healthcare platform have regulatory consequences.
  • Availability for rotating 12-hour shifts.

Frequently Asked Questions

Is the salary disclosed for the TE-1468 Technical Support (Application) position at softobiz?
The salary for this TE-1468 Technical Support (Application) role at softobiz is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the TE-1468 Technical Support (Application) position at softobiz located?
This TE-1468 Technical Support (Application) role at softobiz is based in Hyderabad, TG, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the TE-1468 Technical Support (Application) role at softobiz full-time or part-time?
This is listed as a FULL TIME position. It is posted as a TE-1468 Technical Support (Application) role in the Support - Operations department at softobiz.
Which team or department does the TE-1468 Technical Support (Application) at softobiz belong to?
This TE-1468 Technical Support (Application) position is part of the Support - Operations department at softobiz. See the full job description for more information about the team structure and responsibilities.
How do I apply for the TE-1468 Technical Support (Application) position at softobiz?
Click the "Apply Now" button on this page. You will be redirected to softobiz's official application portal hosted on keka where you can submit your application directly.
When was the TE-1468 Technical Support (Application) job at softobiz posted?
This TE-1468 Technical Support (Application) position at softobiz was posted on Jul 14, 2026. Apply as soon as possible — early applications are often reviewed first.
TE-1468 Technical Support (Application)
softobiz
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