Escalation Specialist

Job Title: Resolution Associate

Location: Noida, Sector 16A, Film City

Type: Full-time | 5.5 Days Working (10 AM 7 PM)

Experience: 13 Years Salary: 25,000 – 35,000 (In-hand)

Immediate Joiners Preferred

About Visit Health

Founded in 2016 by BITS Pilani alumni, Visit Health is a leading health-tech platform with a mission to make healthcare accessible, affordable, and preventive. Evolving from a telemedicine provider to a comprehensive wellness ecosystem, Visit now serves over 5 million users and 2,500+ corporate clients across India. We offer a full suite of healthcare and wellness services—from cashless OPD, wellness programs, teleconsultation, and EAP support, to preventive screenings—bridging the gap between users, insurers, doctors, and diagnostic partners.

Role Overview:

Resolution Associate As a Resolution Associate, you’ll serve as the escalation point for complex customer concerns. You'll work cross-functionally to ensure accurate, timely, and empathetic resolutions, playing a crucial role in enhancing the customer experience. You’ll be part of our Customer Success team and will ensure high satisfaction, especially for critical or escalated issues.

Key Responsibilities

• Handle escalated cases from the Customer Support team via email, call, or ticketing tools

• Investigate root causes and provide end-to-end resolutions • Collaborate with internal teams: Claims, Medical Ops, Tech, Product, Logistics

• Monitor open tickets and ensure timely resolution within defined SLAs • Maintain accurate documentation and update the knowledge base regularly

• Proactively identify recurring issues and suggest improvements to leadership

• Share daily/weekly escalation reports with insights and resolution statuses

• Maintain professionalism, empathy, and ownership in every customer interaction Must-Haves

• 1–3 years’ experience in a Customer Resolution/Escalation role (Healthtech, Insurance, Banking, E-commerce preferred)

• Excellent communication in English and Hindi (both verbal and written) • Strong problem-solving and analytical thinking

• Ability to multitask, manage pressure, and handle challenging situations

• Basic familiarity with customer support tools like Freshdesk, Zendesk, etc.

• Graduate in any discipline

• Willing to work from Noida office and available to join immediately