Associate Technical Support Consultant

Overview

Join the Technical Support team as an Associate Technical Support Consultant providing first-level technical support for enterprise healthcare software applications. This entry-level role includes training on healthcare software products and support processes while working with experienced consultants to troubleshoot and resolve customer issues.

What you'll do

• Provide first-level technical support to customers using enterprise healthcare software applications.
• Investigate, troubleshoot, and resolve application and technical issues reported through ServiceNow or other ticketing systems.
• Analyse reported problems by gathering relevant information, reviewing logs, identifying error messages, and following established troubleshooting procedures.
• Follow documented Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting guides to resolve common issues.
• Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior team members.
• Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.
• Meet defined SLA, productivity, quality, and customer satisfaction expectations.
• Participate in knowledge-transfer sessions and continuously build knowledge of supported products.
• Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.
• Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.
• Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.
• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
• Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.

What you'll need

• Experience as a fresher / 0–1 year.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
• Basic understanding of operating systems, particularly Windows.
• Basic understanding of networking fundamentals.
• Basic understanding of databases and SQL concepts.
• Basic understanding of application troubleshooting.
• Basic understanding of software development/support concepts.
• Good analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Flexible to work in rotational shift timings with certain weekend on call.

Nice to have

• Basic SQL / database querying.
• Windows Server fundamentals.
• Networking concepts such as TCP/IP, DNS, ports, and connectivity.
• ServiceNow or similar ITSM tools.
• ITIL fundamentals.
• Healthcare IT / EMR / EHR concepts.
• Basic scripting such as PowerShell, Python, or batch scripting.
• Exposure to AI tools used for troubleshooting or technical support.

Details

• Remote role.
• Location: Pune-Baroda, India.
• Employment type: Full-Time.
• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
• Certain weekend on call is required.