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About The Company
Projile Corporation is a leading technology consulting and product development firm specializing in building and scaling cloud-based B2B SaaS solutions tailored for the healthcare sector, public agencies, and community organizations. With a focus on innovative, mission-driven technology, Projile aims to improve health outcomes and operational efficiency across North America. The company has developed Aztute Community Health, a rapidly expanding platform that enables healthcare providers, payers, and social care organizations to deliver integrated, whole-person care seamlessly. With a diverse global team and a growing client base in the United States and Canada, Projile is committed to delivering impactful solutions that make a difference in community health and well-being.
About The Role
We are seeking a dedicated SaaS Software Support Specialist to join our team remotely from India. This role is critical in providing high-quality, responsive support to our North American clients during evening and night shifts, aligned with their time zones. The successful candidate will be responsible for troubleshooting platform issues, managing client communications, and collaborating with our development team to ensure timely resolution of technical problems. In addition to support duties, the role involves configuration and testing activities, offering a well-rounded experience at the intersection of client support, technical troubleshooting, and solution operations. This position offers an exciting opportunity to work in a fast-growing health tech environment, contributing directly to improving healthcare delivery through innovative technology solutions.
Qualifications
The ideal candidate will possess excellent communication skills in English, both written and verbal, with a proven track record in SaaS or technical support roles. Candidates should have 1 to 4 years of experience in product support, troubleshooting, or related fields. A strong analytical mindset, attention to detail, and the ability to document issues clearly are essential. The role requires comfort working during evening/night hours to support North American clients. Technical proficiency in basic SQL, APIs (REST/Postman), JSON, and familiarity with ticketing systems like Jira or Azure DevOps is preferred. A foundational understanding of web applications and SaaS platforms, along with basic knowledge of development concepts, will be advantageous. Experience supporting healthcare or health tech platforms is a plus but not mandatory.
Responsibilities
Client Support & Communication
- Serve as the primary point of contact for client support during assigned shift hours, ensuring prompt and professional responses to inquiries via email and calls.
- Maintain high levels of client satisfaction by providing clear updates, setting realistic expectations, and resolving issues efficiently.
Troubleshooting & Issue Management
- Diagnose and troubleshoot platform issues related to workflows, forms, notifications, and data discrepancies.
- Perform initial root cause analysis and resolve Level 2 and Level 3 issues where possible.
- Document issues thoroughly and prepare detailed handoffs for the development team to facilitate quick resolution.
Collaboration & Escalation
- Coordinate closely with the India-based development and QA teams to track, escalate, and resolve technical issues.
- Prioritize tickets effectively and ensure proper follow-up to maintain workflow continuity.
- Maintain accurate documentation in ticketing tools to ensure seamless communication across shifts.
Configuration & Testing Support
- Assist with configuration tasks such as setting up forms, workflows, notifications, and user settings when support volume allows.
- Participate in testing new releases and bug fixes, verifying the effectiveness of resolutions, and supporting quality assurance processes.
Benefits
Joining Projile Corporation offers numerous benefits, including the opportunity to work in a mission-driven organization focused on transforming healthcare through technology. Employees gain exposure to a dynamic, global environment with opportunities for professional growth in configuration, QA, and product development roles. The company promotes a remote-first culture, providing flexibility and work-life balance while being part of a fast-growing, impactful team. Additionally, team members enjoy competitive compensation and the chance to contribute to solutions that positively influence community health outcomes.
Equal Opportunity
Projile Corporation is an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, disability, or any other protected characteristic. We believe in providing equal opportunities for growth and development to every team member, ensuring a fair and supportive work environment.
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