# Enterprise Support Associate

**Company:** [Zocdoc](https://hotfix.jobs/companies/zocdoc)
**Location:** Pune, India
**Role:** Customer Support
**Experience:** 3+ years
**Skills:** Salesforce, Excel, Customer Support, Customer Success, CRM, Email Support, Phone Support, Case Management, Data Analysis
**Posted:** 2026-09-07

> Own end-to-end support for a portfolio of healthcare providers, resolving cases, improving provider experiences, and coordinating with internal teams. Requires 3+ years of customer support or success experience, strong communication, Salesforce and spreadsheet proficiency, and willingness to work US shifts.

## Job Description

## Responsibilities
- Manage and resolve provider support cases through email and phone, providing timely, high-quality responses.
- Own the full support-case lifecycle in Salesforce, including triage, status updates, documentation, and closure.
- Proactively identify provider needs and recommend solutions and improvements.
- Escalate complex issues to appropriate internal teams and follow up through resolution.
- Collaborate with onboarding partners, client success managers, and account executives to deliver a unified provider experience.
- Maintain accuracy and attention to detail in provider data and communications.
- Meet or exceed productivity and quality KPIs, including response times and satisfaction scores.
- Learn and adapt to new processes, tools, and product updates.
- Participate in team meetings, training, and process-improvement initiatives.

## Requirements
- 3+ years of experience in customer support or customer success roles involving email and voice support at a service-based company.
- Exceptional written and verbal communication skills.
- Strong organization, analytical ability, and attention to detail.
- Ability to work in a fast-paced environment and adapt to change.
- Initiative, ownership, and resourcefulness in problem-solving.
- Proficiency with Microsoft Excel or spreadsheets and CRM tools such as Salesforce.
- Willingness to work US shifts and collaborate with global teams.
- Customer focus and empathy.
- Strong multitasking and prioritization skills.
- Ability to work independently and collaboratively.
- Resilience and commitment to continuous learning.

## Benefits
- Competitive compensation and medical insurance.
- Daycare/creche facility.
- Wellness programs and resources.
- Cellphone and Wi-Fi reimbursement.
- Parental leave and annual health check-ups.
- Sabbatical leave for long-term employees.

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