Contractor- Product/Application Support, WFO, Pune

How you will make an impact:

Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

Key Responsibilities:

- Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
- Tracks and documents inbound support requests and ensures proper notation of client problems or issues
- Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
- Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy
- Works directly with clients requiring basic product knowledge and basic troubleshooting skills
- Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis
- Responds to,



works and closes cases within established timelines and SOPs; Communicates accurate expectations to the clients
- Assists field technicians who are troubleshooting problems or repairing product
- Works directly with mentor on skill development to build towards independence
- Knows when to escalate to the next tier level
- Participates in quality processes

Who You Are

Bachelors degree in any stream Technical/Science/Humanities

Strong verbal and written communication skills (C1 English proficiency)

Curious, tech-friendly, and eager to learn troubleshooting basics

Comfortable working in a hybrid OR WFO support workplace.

Bonus If You Have

1 3 years of experience in a customer or product support role

Basic familiarity with cloud, app support, or healthcare software

Working Style

Standard weekday hours, which would include standard US working hours night shifts when required. With occasional after-hours or holiday support when needed

Work setup: Work from office in a professional office space setup.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Contractor (Pune)
🏢 Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc.,[Altera India]
📍 Pune