Product Support Specialist (12 month contract)

💚 Who are you?

We're growing the DrDoctor Support team and looking for a Product Support Specialist to join us, based in India and working UK hours. You'll be the first line of contact for our NHS clients, answering tickets via Zendesk, chat and email, triaging issues, owning resolutions where you can, and escalating cleanly when you can't. If you're resilient, curious, and a self-starter with a genuine interest in technology and healthcare, this role is for you!

This role is for maternity cover and we are looking for people who are either available immediately, or can join us before the end of October for a 12 month period.

🩺OK, that’s me, but who are DrDoctor?

Take a look at our careers page or our website to find out a bit more about our mission, vision, and impact!

But ultimately, we 💚 the NHS and want to help it work better. We radically transform the delivery of health services to make healthcare work for everyone – for patients, doctors, administrative teams and taxpayers.

DrDoctor was built on a simple belief: technology can transform the NHS. Our B Corporation certification holds us accountable not just for what we build, but for how we build it - and the impact that has on people, patients and the health system around us.

☀️What would I be doing day to day?

One of the great things about DrDoctor is that every day is different and there is always an opportunity to get involved in something outside of your ‘BAU’ or your regular teams!

However, the key things you could expect would include:

• Serving as the first point of contact for customers seeking product and technical assistance

• Ensuring necessary information is recorded in ticketing system for all queries

• Investigating and resolving queries where possible or escalating them to the appropriate teams as necessary.

• Collaborating with cross-functional teams, such as Client and Product Development, to escalate and resolve complex issues

• Creating and maintaining comprehensive documentation, knowledgebase articles, and troubleshooting guides

• Analysing customer support data and identifying trends, areas for improvement, and potential product enhancements

• Contributing to the continuous improvement of support processes and procedures

You will:

• Be a detail oriented person who takes pride in providing high quality customer service

• Be a natural problem solver with an inquisitive and analytical nature

• Have excellent written and spoken English

• Have the ability to understand and explain technical concepts to varied groups of people

• Stay up-to-date with the latest technologies, industry trends, and best practices related to customer support and technical troubleshooting.

• Be driven to hit support related KPI’s whilst using data to draw important product insights

• Be comfortable working in a fast paced environment with the ability to multitask and context switch

🎓OK, I’m interested. What experience do I need to have?

• 1–3 years in a customer or client-facing support role at a software, SaaS, or tech company

• Hands-on experience with a ticketing system — Zendesk strongly preferred; Freshdesk, HubSpot Service Hub, or Jira Service Management acceptable

• Strong written English and confident on live chat with external clients

• Comfortable working UK hours from India on an ongoing basis

• Right to work in India

• Healthcare or NHS-adjacent product experience (desirable)

• Familiarity with HubSpot, Jira, Notion (desirable)

• Exposure to integrations, HL7, or appointment data (desirable)

• Experience supporting UK or EMEA clients (desirable)

💡Thinking of applying?

We know from research and experience that candidates may not apply if they don’t think they meet 100% of our requirements. If you don’t tick all the boxes but feel you would be a good fit, we would still love to hear from you. We are committed to creating a diverse and inclusive culture!

We’re happy to make reasonable adjustments at any stage of the hiring process and in the role.

Just to let you know too, we will need you to have the Right To Work in the UK.

🐾We're perfect for each other, what are the next steps?

We are currently recruiting heavily and have a lot of CVs to go through so please be patient with us while we go through them.

If this job looks right for you, please go ahead and apply. If it's a match, we'll set up an initial call with you to find out more about you and your experience, after that you'll meet some more of the team across a few more stages, including a technical/competency interview or task and a culture add interview.

🎉I can’t wait to get started, what are the perks?

You can find our Perks and Benefits here! We like to think there's something for everyone! We're a social and pretty casual bunch who love to spend time together, virtually and in person.

We have social budgets and encourage everyone to organise something that they're interested in, from casual nights at the pub to hiring football pitches, going for Iftar dinner or making your own silver rings, we love a bit of variety!

Salary banding for this role is: ₹6 – ₹7 lakh per year total cash (base + shift allowance)