Technical Support Consultant

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

📋 Description

• Deliver first-level technical assistance to clients utilizing enterprise healthcare software applications.

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

• Collect pertinent information, examine logs, recognize error messages, and adhere to established troubleshooting protocols.

• Follow Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting manuals.

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

• Collaborate with senior consultants as well as development, infrastructure, database, interface, and other technical teams.

• Maintain comprehensive case documentation and customer communication.

• Achieve Service Level Agreement (SLA), productivity, quality, and customer satisfaction targets.

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

• Identify recurring issues and contribute to the development of knowledge articles, SOPs, automation, and improvements in support processes.

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

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

• Partake in rotational evening, night, and weekend shifts based on business needs.

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

⛳️ Requirements

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

• Recent graduates with strong technical abilities are encouraged to apply.

• Basic understanding of operating systems, especially Windows.

• Fundamental knowledge of networking principles.

• Basic comprehension of databases and SQL concepts.

• Basic knowledge of application troubleshooting.

• Basic understanding of software development and support concepts.

• Strong analytical and problem-solving capabilities.

• Excellent written and verbal communication skills.

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

🏝️ Benefits

• Training on enterprise healthcare software products and support processes.

• Knowledge-transfer sessions.

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