Senior Customer Support Specialist – EHR, EMR & HIS Software

📍 India · Remote · Full-time

🕒 Working hours: UK business hours

🎫 Function: Customer Support, Customer Service, Client Support & Ticket Management

🚀 Join a complex healthcare-software support operation with real ownership

Script Assist is looking for an experienced Senior Customer Support Specialist to provide hands-on customer support to UK clinics, pharmacies and healthcare operators using our live healthcare platform.

We are specifically looking for someone whose day-to-day experience has involved:

• live customer-support tickets
• direct customer communication
• ticket investigation and resolution
• ticket queues and SLAs
• escalated customer issues
• healthcare software
• EHR, EMR or HIS platforms
• coordination with Product, Engineering and technical teams

This is a customer-support and ticketing role .

Your core experience must come from supporting live external customers using a complex healthcare-software platform.

You may already be the senior escalation point in your team, mentor junior support colleagues or help manage queues and service levels. For the right person, this role can grow into broader leadership of Script Assist’s customer-support function.

🌍 About Script Assist

Script Assist is building the operating system for next-generation private healthcare in the UK.

Our platform is used by clinics, pharmacies and healthcare operators and already supports tens of thousands of medical cannabis prescriptions every month.

We are now expanding into additional private healthcare markets including:

• ADHD
• weight loss
• longevity
• specialist private medicine
• other complex healthcare categories

This is live production software used every day in regulated clinical and pharmacy environments.

When customers experience a problem, they need clear communication, proper ownership and a reliable resolution—not a generic response or a ticket passed endlessly between teams.

🎯 The role

You will be a senior, hands-on member of the customer-support team.

You will personally own complex healthcare-software support tickets from initial acknowledgement through investigation, internal coordination, customer updates and final closure.

You will need to understand:

• what the customer is trying to do
• how the relevant clinical or pharmacy workflow operates
• what has gone wrong
• how urgent the issue is
• whether it is a software defect
• whether it is a configuration issue
• whether it is a data issue
• whether it is a user or training issue
• whether it is an enhancement request
• which internal team needs to help
• what the customer needs to be told
• what must happen before the ticket can be closed

You will retain ownership even when Product, Engineering, QA or another technical team needs to become involved.

🎫 What you will do

You will support and increasingly own:

• responding to customer-support tickets
• managing a live ticket queue
• triaging new customer issues
• assigning priority and severity
• investigating customer-reported problems
• reproducing software issues
• gathering screenshots, examples and supporting evidence
• understanding clinical and pharmacy workflows
• distinguishing defects from configuration, training, data and enhancement requests
• communicating directly with UK healthcare customers
• providing regular and clear customer updates
• managing frustrated or escalated customers
• coordinating with Product, Engineering and QA
• following up internally until actions are completed
• maintaining ownership through final resolution
• monitoring ticket ageing and backlog
• protecting first-response and resolution SLAs
• escalating high-risk or overdue tickets
• documenting resolutions clearly
• maintaining support notes and audit trails
• improving support templates and standard responses
• creating and improving knowledge-base articles
• identifying recurring ticket themes
• spotting gaps in customer guidance or training
• reviewing ticket-response quality
• mentoring or supporting junior customer-support colleagues
• helping improve ticket allocation, escalation and support-team processes

🧠 What excellent support looks like

The best customer-support professionals do not simply forward tickets.

They:

• take ownership
• ask the right questions
• understand the customer’s workflow
• identify what evidence is missing
• communicate clearly and calmly
• keep the customer updated
• chase internal teams
• recognise risk
• challenge unclear answers
• document decisions
• close the loop properly

We need someone who can combine excellent customer service with the judgement required to support complex EHR, EMR, HIS and clinical-software platforms .

🏥 Healthcare-software experience

We are especially interested in candidates who have provided live, post-go-live customer support for:

• EHR systems
• EMR systems
• HIS platforms
• hospital information systems
• clinical information systems
• pharmacy management systems
• patient administration systems
• clinical workflow software
• pharmacy workflow software
• healthcare SaaS
• regulated healthcare platforms
• enterprise healthcare software

Experience with the following platforms or ecosystems is especially relevant:

• Oracle Health
• Cerner
• Epic
• Allscripts
• Altera Digital Health
• InterSystems
• TrakCare
• Meditech
• Dedalus
• athenahealth
• eClinicalWorks
• NextGen Healthcare
• GE Healthcare Digital
• Philips Healthcare
• Siemens Healthineers

Experience supporting a comparable complex healthcare platform may also be relevant.

🔎 Relevant previous job titles

This role may suit someone currently or previously working as a:

• Senior Customer Support Specialist
• Senior Customer Service Specialist
• Customer Service Analyst – Support
• Senior Client Support Specialist
• Client Support Specialist
• Client Support Consultant
• Senior Technical Support Consultant
• Technical Support Consultant – Healthcare
• Expert Support Consultant
• Product Support Specialist
• Senior Product Support Specialist
• Healthcare Software Support Specialist
• Clinical Software Support Specialist
• EHR Support Specialist
• EMR Support Specialist
• HIS Support Specialist
• EHR Support Analyst
• EMR Support Analyst
• HIS Support Analyst
• Support Services Owner
• Senior Support Services Owner
• Healthcare Customer Support Specialist
• Healthcare Client Support Specialist

The exact title is less important than the substance of your role.

Your experience must clearly include live customers, support tickets, direct customer communication, SLA-driven support and ownership through resolution .

🏢 Backgrounds that may be particularly relevant

We are especially interested in customer-support professionals from:

• Oracle Health / Cerner
• Altera Digital Health / Allscripts
• InterSystems / TrakCare
• Meditech
• Dedalus
• athenahealth
• eClinicalWorks
• NextGen Healthcare
• Epic or the Epic partner ecosystem
• CitiusTech
• Cognizant Healthcare
• Accenture Health
• Tech Mahindra Healthcare
• TCS Healthcare
• Infosys Healthcare
• Wipro Healthcare
• HCLTech Healthcare
• other enterprise EHR, EMR, HIS or clinical-software companies

Candidates from consulting or technology-services businesses are relevant only where their actual day-to-day work involved live customer support and ticket ownership for healthcare software .

✅ What we are looking for

You should have:

• at least four years’ experience in customer support, customer service, client support, product support or technical support
• substantial experience supporting EHR, EMR, HIS or comparable enterprise healthcare software
• experience personally managing live customer-support tickets
• experience communicating directly with external healthcare customers
• strong written and spoken English
• confidence handling UK customers independently
• experience working against ticket priorities and SLAs
• experience handling escalations and frustrated customers
• strong attention to detail
• strong organisation and follow-through
• the ability to troubleshoot logically
• the ability to communicate technical information clearly
• experience working with Product, Engineering, QA or technical teams
• the judgement to distinguish different types of customer issues
• comfort remaining hands-on in the ticket queue
• comfort working UK business hours

⭐ Leadership potential

You do not need to be an established Head of Customer Support.

However, we are particularly interested in people who have:

• acted as the senior escalation point
• reviewed other agents’ ticket responses
• mentored junior support colleagues
• allocated or prioritised tickets
• monitored ticket queues
• tracked SLA performance
• managed ticket ageing or backlog
• improved support SOPs
• improved knowledge-base content
• helped improve support quality
• deputised for a team leader or support manager

This is initially a hands-on role.

For the right person, there is an opportunity to grow into leadership of the customer-support and ticketing function as Script Assist scales.

🛠️ Useful tools and experience

Experience with any of the following may be helpful:

• Zendesk
• Freshdesk
• Freshservice
• ServiceNow
• Jira Service Management
• Jira
• Salesforce Service Cloud
• Azure DevOps
• Oracle support tools
• case-management systems
• SLA dashboards
• ticket backlog reporting
• customer-support analytics
• knowledge-base platforms
• incident-management processes
• escalation procedures
• root-cause analysis
• support quality reviews

🌱 This role is likely a good fit if you

• are an excellent customer-support professional
• enjoy owning difficult tickets
• remain calm when customers are frustrated
• understand complex healthcare software
• communicate clearly and professionally
• are comfortable challenging incomplete internal answers
• chase actions without being asked
• care about ticket quality and customer experience
• want to remain hands-on
• are ready for more responsibility
• could grow into leading a customer-support team

🚫 This role is probably not a fit if your experience is mainly

• software implementation projects
• implementation engineering
• internal application support
• infrastructure or desktop support
• software development
• system administration
• customer success or account growth
• project management
• internal IT helpdesk
• call-centre customer service without complex software
• technical investigation with no direct customer communication

Your main day-to-day role must have involved supporting live external customers through a customer-support or ticketing operation.