Overview

Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.

Responsibilities

Interact with customers to help troubleshoot and resolve highly complex product problems or issues.
Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, SQL Server, HL7, and bugs/enhancements.
Track and document inbound support requests and ensure proper notation of customer problems or issues.
Document problems and solutions to train lower-level support on how to properly address customer or product problems.
Document issues and customer requests, following standard operating procedures and meeting SLAs.
Diagnose, triage, and analyze complex client issues, collaborating with internal teams including Development, Hosting, and Professional Services to drive resolution.




Communicate with the product development department to improve the current design or to identify possible problems with the design.
Stay abreast of current technology in products, design changes, and current products offered.
Position require working late evening and night shift.
Position require participation in after-hours, weekends, holiday and on-call support.

Qualifications

Academic Requirements

Bachelor’s degree in computer science, Engineering, Nursing, Pharmacy, Nursing Informatics, or related discipline.
Equivalent combination of healthcare, clinical, and information technology experience may be considered.

Experience

3+ years of relevant experience in technical support, healthcare IT, enterprise software support, or related technical domain.
Experience supporting international clients across multiple regions and time zones.
Strong written and verbal communication skills with a customer-focused ap

📌 Technical Support Consultant (Pune)
🏢 Altera Digital Health
📍 Pune