Job Title: Technical Support Executive – HMIS Software
Department: Technical Support / IT
Reporting To: Technical Support Manager / Project Manager
Location: [Mention Location]
Employment Type: Full time

Job Summary

We are looking for a customer-focused and technically skilled Technical Support Executive to provide technical assistance, troubleshooting, and user support for Hospital Management Information System (HMIS) software. The candidate will be responsible for resolving software-related issues, assisting hospital staff, ensuring smooth system operations, and coordinating with internal technical teams to maintain efficient healthcare IT services.

Key Responsibilities

- Provide Level 1 and Level 2 technical support for HMIS software to hospital staff, including doctors, nurses, receptionists, billing executives, pharmacists, and administrative teams.
- Troubleshoot and resolve issues related to patient registration, OPD/IPD, billing, laboratory, radiology, pharmacy, inventory, discharge, and other HMIS modules.
- Assist users with software navigation, configuration, workflows, and day-to-day operational queries.
- Log, track, prioritize, and resolve support tickets within defined Service Level Agreements (SLAs).
- Coordinate with development, database, networking, and implementation teams to resolve complex technical issues.
- Support HMIS installation, configuration, upgrades, testing, and deployment activities.
- Perform basic database queries and data validation, where authorized, to investigate application issues.
- Troubleshoot connectivity, printer, browser, login, access rights, and application performance problems.




- Provide remote and on-site support during hospital operations, go-live activities, and system upgrades.
- Conduct user training and prepare user manuals, FAQs, and troubleshooting documentation.
- Monitor recurring issues and escalate software bugs or system failures to the concerned teams.
- Maintain confidentiality and security of patient information and comply with applicable healthcare data protection policies.
- Prepare daily, weekly, and monthly support reports and maintain proper incident documentation.
- Follow up with users to ensure issues are resolved and service quality is maintained.

Required Skills and Qualifications

- Graduate or diploma holder in Computer Science, Information Technology, Computer Applications, or a related field.
- 1–3 years of experience in technical support, application support, healthcare IT, or HMIS software support. Freshers with relevant technical knowledge may also be considered.
- Basic understanding of hospital workflows, including OPD, IPD, billing, laboratory, pharmacy, and patient registration.
- Knowledge of Windows operating systems, web browsers, LAN/WAN, printers, and basic networking.
- Basic SQL knowledge and familiarity with databases such as MySQL, SQL Server, or PostgreSQL is preferred.
- Understanding of ticketing systems, remote support tools, and incident management processes.




- Strong troubleshooting, analytical, and problem-solving skills.
- Good verbal and written communication skills.
- Ability to interact professionally with hospital staff and non-technical users.
- Willingness to travel to hospital sites and work in shifts or provide on-call support, if required.

Preferred Qualifications

- Prior experience with HMIS, HIS, EMR, EHR, or other hospital software applications.
- Experience in hospital software implementation, user training, or post-implementation support.
- Familiarity with healthcare interoperability standards such as HL7 or FHIR is an advantage.
- Knowledge of database backups, application logs, and basic server administration is desirable.

Key Performance Indicators (KPIs)

- Timely resolution of support tickets within defined SLAs.
- First-contact resolution rate.
- User satisfaction and feedback.
- Reduction in recurring incidents.
- Accuracy and completeness of support documentation.
- Timely escalation of critical issues.
- Successful completion of user training and implementation support activities.

Key Competencies

- Customer service orientation
- Technical troubleshooting
- Communication and interpersonal skills
- Time management and prioritization
- Team collaboration
- Attention to detail
- Data confidentiality and professional integrity

Working Conditions

The role may require working at hospital premises, providing remote support, attending emergency system issues, and supporting software go-live activities outside regular business hours when necessary.

Pay: From ₹8,000.00 per month

Work Location: In person

📌 Technical Support Agent (Jankipuram)
🏢 Medulia Healthcare Solutions Private
📍 Jankipuram