Associate Technical Support Consultant

Accountabilities:

• • Provide first-level technical support to customers using enterprise healthcare software applications, ensuring issues are investigated and resolved efficiently.
  • Analyze reported problems by gathering relevant information, reviewing system logs and error messages, and following established troubleshooting procedures.
  • Investigate and manage support cases through ServiceNow or other ticketing platforms, maintaining accurate documentation of findings, actions, resolutions, and customer communications.
  • Follow established Standard Operating Procedures, knowledge articles, and troubleshooting guides to address common technical issues consistently.
  • Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior technical team members.
  • Collaborate with senior consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
  • Escalate critical or high-impact incidents promptly and maintain appropriate follow-up through resolution.
  • Meet defined service-level, productivity, quality, and customer satisfaction targets.
  • Participate in knowledge-transfer sessions and continuously develop knowledge of supported products and technologies.
  • Identify recurring problems and contribute suggestions for improving knowledge articles, SOPs, automation, and support processes.
  • Use available technical resources, documentation, and AI-assisted troubleshooting tools responsibly to improve investigation efficiency and resolution quality.
  • Communicate professionally with customers and internal stakeholders through email, chat, and support calls.
  • Participate in rotational evening, night, and weekend support coverage according to business requirements.

  Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
  • Fresh graduates and candidates with 0–1 year of relevant experience are encouraged to apply.
  • Basic understanding of Windows operating systems, networking fundamentals, databases, SQL concepts, application troubleshooting, and software development or support principles.
  • Strong analytical and problem-solving abilities, with a structured approach to investigating technical issues.
  • Good written and verbal English communication skills, with the ability to explain technical information clearly to customers and colleagues.
  • Strong attention to detail and commitment to accurate case documentation and follow-through.
  • Customer-focused mindset with the ability to remain professional and composed when handling support issues.
  • Willingness and ability to learn enterprise applications, healthcare IT systems, technical support processes, and new technologies.
  • Comfortable collaborating in a team environment while taking ownership of assigned support cases.
  • Flexible to work U.S.-aligned shift timings and participate in occasional weekend on-call coverage.
  • Curiosity about automation and AI-assisted technical troubleshooting is an advantage.

  Benefits:

  • Full-time position with a remote/hybrid work opportunity in India, with the role associated with Pune/Baroda.
  • Structured training and hands-on learning designed to help entry-level professionals build expertise in enterprise software and technical support.
  • Exposure to healthcare IT, enterprise applications, databases, interfaces, incident management, and application troubleshooting.
  • Opportunities to learn from experienced technical consultants and collaborate with cross-functional technology teams.
  • Career development opportunities and continuous knowledge-building within a technology-focused environment.
  • Supportive and collaborative workplace culture with opportunities to develop technical and professional skills.
  • Competitive compensation and benefits package.
  • Meaningful perks and flexibility, subject to applicable company policies and role requirements.
  • Opportunity to work with modern support technologies, automation, and AI-assisted troubleshooting capabilities.