Job Title : Sr. Manager / Director of Technical / Customer SupportLocation : Kochi, KeralaDepartment : Customer SupportReports To : Vice PresidentJob Summary:The Senior Manager / Director of Technical / Customer Support is responsible for leading and managing the entire customer support function, ensuring efficient resolution of support tickets, maintaining service excellence, and driving customer satisfaction. This role requires a strategic leader who can optimize processes, improve response and resolution times, and enhance the overall support experience. The director will work closely with cross-functional teams to align support initiatives with company objectives and ensure seamless service delivery.Key Responsibilities:Leadership & Strategy:Develop and implement a comprehensive end to end technical support and customer support strategy that aligns with the company's vision and goals.Client Management under the customer support scope and at end-to-end customer support leader capacity.Lead, mentor, and manage the support team to ensure high performance, collaboration, and continuous improvement.Establish KPIs and metrics to measure and improve customer satisfaction, resolution efficiency, and team productivity.Directly oversee and manage the Technical L3 Support Teams, along with end-to-end product supporting including L1 & L2 team, meeting the contractual SLA commitments, ensuring they are efficiently resolving advanced technical issues.Drive a customer-centric culture within the support organization and across the company.Operational Excellence:Oversee end-to-end ticket management, ensuring timely resolution as per the SLA and continuous improvement in handling support cases.Optimize workflows and processes to enhance efficiency and reduce ticket backlog.Implement automation and self-service solutions such as knowledge bases, chatbots, and AI-driven tools to enhance customer support operations.Work closely with engineering and product teams to escalate and resolve technical issues promptly.Customer Experience & Satisfaction:Monitor and analyse customer feedback, implementing strategies to improve customer satisfaction and Net Promoter Score (NPS).Develop customer support policies and best practices to ensure consistent and high-quality service.Drive initiatives to enhance proactive support, reducing recurring issues and improving overall service reliability.Technology & Innovation:Identify and implement the latest support technologies to improve response time and operational efficiency.Ensure the seamless integration of support tools (e.g., CRM, ticketing systems) with other business platforms.Leverage data analytics to gain insights into support trends and drive continuous improvement initiatives.Cross-functional Collaboration:Partner with sales, marketing, and product teams to ensure a unified approach to customer success.Provide feedback to product development teams on recurring customer issues and potential feature enhancements.Collaborate with IT and security teams to ensure compliance with data protection and industry regulations.Qualifications & Experience:Bachelors or Master’s degree in Business, IT, Engineering, or a related field.10+ years of experience in technical support, customer support, or service delivery roles, with at least 5 years in a management capacity, including Client-side management of Customer Support.Proven experience in managing global customer support teams and service delivery operations.Strong understanding of ITIL, customer support best practices, and ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).Hands-on experience with CRM and help desk software.Excellent leadership, communication, and strategic planning skills.Strong analytical mindset with the ability to drive data-driven decision-making.Experience in B2B SaaS, or enterprise software industries is a plus.

Job Title: Medical Coder Surgery Coding (Series 1 to 6)Location: Kochi, Kerala (Hybrid) Must work from office in Kochi for first 3 MonthsJob Type: Full-TimeJob Summary:We are seeking a detail-oriented and experienced Medical Coder specializing in Surgery Coding (Series 1 to 6) to join our team. The ideal candidate will be responsible for accurately assigning CPT, ICD-10-CM, and HCPCS codes for surgical procedures while ensuring compliance with regulatory guidelines and payer-specific requirements.Key Responsibilities:- Review and analyze medical records to accurately assign surgical procedure codes (Series 1 to 6).- Apply ICD-10-CM, CPT, and HCPCS Level II coding guidelines to ensure correct reimbursement.- Ensure coding accuracy and compliance.- Collaborate with physicians, healthcare providers, and billing teams to resolve coding discrepancies.- Stay updated on changes in medical coding guidelines, payer policies, and surgical procedures.- Perform coding audits and quality reviews to maintain high accuracy and compliance standards.- Assist in appeals and denials management by providing proper coding justifications.- Maintain confidentiality and adhere to HIPAA regulations.Required Qualifications & Skills:- CPC or equivalent coding certification.- Minimum 2 years of experience in medical coding, specifically in surgery coding (Series 1-6).- Strong understanding of surgical procedures and operative reports.- Proficiency in ICD-10-CM, CPT, HCPCS Level II coding systems.- Experience with EHR/EMR systems and medical coding software, prefer 3M.- Strong analytical and problem-solving skills.- Excellent communication and collaboration skills.- Attention to detail and ability to work independently.

Information Security AnalystKey Responsibilities:Implement and maintain ISO 27001:2022 controls and ensure compliance with ISMS requirements.Ensure compliance with HIPAA (Health Insurance Portability and Accountability Act) and GDPR (General Data Protection Regulation) requirements for data privacy and protection.Monitor and analyze security alerts from various tools, including SIEM solutions.Conduct risk assessments and gap analysis aligned with ISO 27001:2022 Annex A controls, HIPAA Security Rule, and GDPR requirements.Assist in the development and continuous improvement of the Information Security Management System (ISMS).Support internal and external ISO 27001:2022 audits, HIPAA compliance audits, and GDPR data protection assessments, including evidence collection and corrective action implementation.Conduct vulnerability assessments and penetration testing to identify security risks.Investigate security incidents and support incident response efforts in accordance with ISO 27001:2022 Incident Management, HIPAA Breach Notification Rule, and GDPR Data Breach Notification requirements.Implement and maintain security policies, procedures, and controls aligned with ISO 27001:2022, HIPAA, and GDPR.Provide security awareness training to employees on ISMS policies, HIPAA security/privacy regulations, and GDPR compliance requirements.Collaborate with IT and development teams to ensure secure coding practices, system configurations, and data protection controls.Stay updated with the latest security threats, vulnerabilities, and mitigation strategies relevant to ISO 27001:2022, HIPAA, and GDPR compliance.Required Qualifications & Skills:Bachelor's degree in computer science, Cybersecurity, Information Technology, or a related field.5+ years of experience in information security or a related role, with hands-on experience in ISO 27001:2022 implementation, HIPAA compliance, and GDPR data protection.Strong understanding of ISO 27001:2022 framework, HIPAA Security and Privacy Rules, and GDPR principles.Experience with security tools such as firewalls, SIEM, IDS/IPS, and endpoint protection.Knowledge of ISO 27002:2022 controls, OWASP Top 10, secure coding practices, and cloud security principles.Hands-on experience with vulnerability management, risk assessment methodologies, and HIPAA risk analysis.Certifications such as ISO 27001 Lead Implementer, ISO 27001 Lead Auditor.Strong analytical, problem-solving, and communication skills.Preferred Qualifications:Experience in securing cloud environments (AWS)Understanding of network security architecture and encryption technologiesExperience working with Electronic Health Records (EHR) systems or Healthcare experiences.

. Skills Required:Strong verbal communication skills. Customer focused with a positive and empathetic attitude.Provide prompt and effective technical support to clients, addressing inquiries, and resolving issues related to our healthcare software products.Ensure customer satisfaction by delivering high quality support and fostering positive customer relationships.Diagnose and troubleshoot technical issues reported by clients, guiding them through step by step solutionsEscalate complex issues to the appropriate internal teams for resolution.Qualification: Graduates with CS/IT backgroundShift: Night Shift/ Rotational shift (7pm-4am)

Experience:- 2 to 4 years in Manual Software Testing.Position Title: Software QA EngineerEmployment Type - Full TimeJob DescriptionStrong understanding of software testing methodologies and best practices.Proficiency in test case design and execution.Familiarity with bug tracking systems (e.g., JIRA).Excellent problem-solving skills and attention to detail.Good communication and interpersonal skills.Ability to work effectively in a collaborative team environment.Familiarity with Agile/Scrum methodologies.Knowledge of automation testing frameworks like Selenium, Appium, or similar is a plusExperience in testing healthcare applications or ERP systems is a plus