Associate Technical Support Consultant

Associate Technical Support Consultant (3-5 years, SQL, App Support) - Pune, India

Job Summary

• Provides higher-level technical support to customers 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.
• Maintains log of system issues and conveys customer feedback to product development staff.
• Possesses sound knowledge of organization's products. Assist field technicians who are troubleshooting problems or repairing products.
• Understanding of the healthcare and/or IT industry and applications.

Ideal Candidate Profile

Good to have: SQL, Application Support, Troubleshooting Experience, Networking, and Database knowledge.

• Interact with customers to help troubleshoot and resolve complex technical 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, 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.
• Communicate with product development department to improve on current design or to identify possible problems with design.
• Stay abreast of current technology in products, design changes, and new products offered.
• May travel to client site to resolve extremely complex customer and product issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical discipline.
• Professional certifications are highly preferred and considered a strong asset.

Mandatory Skills

• Excellent verbal and written communication
• Troubleshooting experience

Working Arrangements

• Primarily works in standard office environment or remotely
• Night Shift & 24x7 rotational shift
• May require after-hours, on-call support and/or holidays
• On-call and after-hour work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs.

Preference

Experience with healthcare products in a support, development or consultancy environment, with experience in developing or supporting the assigned products and demonstrated competence in functional or technical components of the assigned products.

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