Job Summary :

We are hiring a Support Engineer with over 2 years of experience in handling healthcare applications and customer support. The candidate will work onsite at the client location five days a week and remotely on Saturdays. This role requires excellent communication, ticket handling skills, and the ability to coordinate with internal teams to resolve customer issues.

Key Responsibilities :

- Act as the first point of contact for clients in addressing and resolving issues related to our healthcare software products.

- Handle customer tickets end-to-end, from logging to resolution, ensuring timely updates and closure.

- Understand and gather client requirements, application issues, and service requests.

- Coordinate with internal L3 support, development, and R&D teams to escalate and resolve complex issues.

- Provide prompt front-end issue resolution and educate end-users on product usage.

- Clarify client doubts via calls and emails and build strong customer relationships.

- Understand internal workflow updates and effectively communicate them to clients.

- Translate user requirements clearly to internal teams and ensure alignment.

- Replicate live issues in the UAT (testing) environment to aid troubleshooting.

- Conduct regular lab visits and provide hands-on application support.

- Attend OPS calls on Monday, Wednesday, and Friday to review client support matters.

- Ensure 6-day working commitment : Onsite (Mon-Fri) and Remote (Sat).

Required Skills & Qualifications :

- Minimum 2 years of experience in a customer support or implementation role, preferably in the healthcare domain.

- Strong understanding of healthcare IT systems (LIMS, HIS, EMR).

- Excellent communication skills - both verbal and written.

- Familiarity with ticketing systems and support workflows.

- Analytical and problem-solving skills for incident replication and resolution.

- Willingness to work 6 days a week and be present at the client site 5 days a week.

- Self-motivated and able to work independently in a fast-paced environment.