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 new 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.
- Solid written and verbal communicati

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