Technical Support Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver first-level technical assistance to customers utilizing enterprise healthcare software solutions.

• Examine, troubleshoot, and resolve application and technical issues reported via ServiceNow or other ticketing systems.

• Analyze issues by collecting pertinent information, reviewing logs, identifying error messages, and adhering to troubleshooting protocols.

• Adhere to SOPs, Knowledge Articles, and troubleshooting manuals.

• Conduct basic application configuration, validation, and troubleshooting under the guidance of senior team members.

• Collaborate with technical consultants, development teams, infrastructure, database, interface, and other technical groups.

• Keep thorough case documentation, encompassing troubleshooting steps, discoveries, resolutions, and customer interactions.

• Achieve SLA, productivity, quality, and customer satisfaction standards.

• Engage in knowledge-transfer sessions and expand knowledge of supported products.

• Recognize recurring issues and assist in the creation of knowledge articles, SOPs, automation, and enhancements in support processes.

• Utilize available tools, documentation, and AI-assisted troubleshooting functionalities responsibly.

• Interact with customers and internal teams through email, chat, and support calls.

• Participate in rotating evening, night, and weekend shifts as required by the business.

• Escalate critical or high-impact issues and ensure follow-through until resolution.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical field.

• Recent graduates with a strong technical aptitude are encouraged to apply.

• Fundamental understanding of operating systems, especially Windows.

• Basic knowledge of networking principles.

• Basic familiarity with databases and SQL concepts.

• Basic comprehension of application troubleshooting.

• Basic understanding of software development/support concepts.

• Strong analytical and problem-solving abilities.

• Excellent written and verbal communication skills.

• Willingness to work rotational shifts with occasional weekend on-call responsibilities.

• Preferred, but not required for freshers: basic SQL/database querying skills.

• Preferred, but not required for freshers: understanding of Windows Server fundamentals.

• Preferred, but not required for freshers: knowledge of TCP/IP, DNS, ports, and connectivity.

• Preferred, but not required for freshers: familiarity with ServiceNow or similar ITSM tools.

• Preferred, but not required for freshers: fundamental knowledge of ITIL.

• Preferred, but not required for freshers: understanding of Healthcare IT/EMR/EHR concepts.

• Preferred, but not required for freshers: basic skills in PowerShell, Python, or batch scripting.

• Preferred, but not required for freshers: experience with AI tools used for troubleshooting or technical support.

🏝️ Benefits

• Training on enterprise healthcare software products and support processes.

• Knowledge-transfer sessions.

• Opportunity to gain expertise in enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems.