B2B SaaS Support Analyst – Healthcare Platform (UK Clients)

About Script Assist

Script Assist is a UK-based healthtech SaaS platform powering clinics and pharmacies across the United Kingdom.

Our platform manages prescribing, dispensing, payments, and operational workflows in regulated healthcare environments.

This is a multi-tenant B2B SaaS system used daily by real healthcare businesses, not a consumer app and not a call-centre environment.

We are expanding our India-based platform support team to support UK clinics and pharmacy partners.

The Role

We are hiring a

B2B SaaS Support Analyst

to handle platform tickets, investigate workflow issues, and support UK clients using our healthcare SaaS system.

This is structured ticket-based support in a production SaaS environment.

You will: Handle B2B support tickets from clinics and pharmacy partners Investigate and reproduce platform issues before escalation Analyse workflows and identify root causes Document bugs clearly with steps to reproduce Escalate technical issues to engineering when required Support users with system navigation and structured queries Work within SLAs and maintain high-quality written communication This role works UK business hours from India.

What This Role Is Structured SaaS platform support Workflow investigation and troubleshooting B2B ticket handling Client-facing written communication Escalation and documentation discipline

What This Role Is Not Not a clinical prescribing role Not a call centre voice process Not hardware/network IT support Not medical billing or insurance processing This is product/platform support inside a healthcare SaaS system.

What We’re Looking For

We’re looking for someone who: Has experience in SaaS support, product support, or application support Has worked with ticketing systems (Zendesk, Freshdesk, Jira, etc.) Is comfortable troubleshooting software issues independently Can reproduce bugs and document clearly Understands structured workflows and system states Has strong written English Is comfortable working UK hours Exposure to healthcare systems, EMR, PMS, hospital workflows, or pharmacy systems is preferred but not mandatory.

Technical Comfort We Expect

You should be comfortable: Navigating dashboards and admin panels Reviewing structured data fields Following workflow states Identifying user error vs system defect Writing structured escalation notes Using Excel or Google Sheets for structured tracking Basic understanding of APIs, logs, or system integrations is a plus.

Ideal Background Examples

SaaS Product Support Executive Application Support Analyst L2 Support Analyst Healthtech Support Associate EMR/PMS Support Executive B2B Platform Support Executive

What Success Looks Like

Within 3–6 months, you: Handle tickets independently Reproduce issues before escalation Write clear, structured bug reports Improve response quality and SLA adherence Understand healthcare workflow logic inside the platform

Why Join Script Assist

Work on a live UK healthtech SaaS platform Exposure to structured, regulated workflows Clear processes and escalation paths Stable long-term remote opportunity Growth path into senior support or workflow specialist roles

If you enjoy structured problem-solving, SaaS systems, and investigating workflow issues, we’d like to speak with you.