Resolution Specialist

Visit Health – Resolution Associate

Location: Noida, Sector 16A, Film City | Type: Full-time | Immediate Joiners Preferred

Shift-10 AM-7PM

Working days- 5.5 days

About Visit Health

Visit Health is a next-generation health-tech platform, founded in 2016 by BITS Pilani alumni, with a vision to make healthcare accessible, affordable, and preventive. From telemedicine roots, Visit has transformed into a comprehensive wellness ecosystem connecting millions of users with insurers, doctors, and diagnostic partners across India.

We offer services ranging from cashless OPD care, personalized wellness programs, EAP support, to preventive screenings—serving over 5 million users and 2,500+ corporate clients.

Role: Resolution Associate

As a Resolution Associate at Visit Health, you will be the escalation point for complex customer concerns. Your role will focus on ensuring timely, accurate, and empathetic resolution of issues by working closely with internal teams like Claims, Medical Operations, Tech, and Product.

You will be a key part of our Customer Success team, ensuring that every customer concern—especially critical or escalated ones—is resolved with high satisfaction.

Key Responsibilities

Handle escalated cases from the Customer Support team through email, call, or ticketing systems

Deep-dive into issue root causes and provide end-to-end resolution to customers

Coordinate across departments (Claims, Medical, Tech, Logistics, etc.) for issue resolution

Monitor and follow up on open tickets to ensure timely closure within SLA

Document resolution steps and update the knowledge base for future reference

Proactively identify recurring issues and work with the leadership team to fix them at the root level

Maintain a high level of professionalism, empathy, and ownership in every customer interaction

Share daily/weekly reports on unresolved and resolved escalations with insights

Must-Haves

1–3 years of experience in a Customer Resolution or Escalation Handling role (preferably in Healthtech, Insurance, Banking, or E-commerce)

Strong written and verbal communication skills in English and Hindi

Proven problem-solving and critical thinking skills

Ability to handle pressure and multitask effectively

Basic understanding of customer support platforms (Freshdesk, Zendesk, etc.)

Bachelor's degree in any discipline

Willingness to work from the Noida office and join immediately

Good to Have

Prior experience in Healthtech/Insurance

Exposure to grievance handling or regulatory complaint management (e.g., IRDA, RBI, etc.)

Knowledge of Excel and ticketing dashboards

Job Types: Full-time, Permanent

Pay: ₹29,000.00 - ₹32,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• How Many Years of experience in Escalations\Resolution Department?
• How many years of experience in Customer Support Voice process?
• What is your currently in hand salary?

Work Location: In person