Meditab Software - Technical Support Engineer

Job Description :

Key Responsibilities :

- Provide end-to-end technical support to US Healthcare clients for EHR/EMR applications via email, phone, and other communication channels.

- Assist clients during system setup, onboarding, and implementation, ensuring smooth adoption and optimal usage.

- Diagnose, troubleshoot, and resolve application, hardware, software, and connectivity-related issues in a timely manner.

- Log, classify, prioritize, and track incidents based on business impact and urgency using defined incident management processes.

- Take complete ownership of assigned incidents, ensuring regular follow-ups and timely resolution/closure.

- Coordinate with internal teams, including software developers, QA, and product teams, to resolve complex technical issues.

- Communicate incident status, resolution progress, and root cause clearly to clients and stakeholders.

- Ensure service restoration within defined SLAs and maintain high standards of customer satisfaction.

- Maintain accurate documentation related to incidents, resolutions, and client configurations.

- Build and nurture strong, long-term client relationships through effective communication and problem-solving.

- Identify recurring issues and contribute to process improvement and knowledge base creation.

Required Skills & Competencies :

- Strong troubleshooting and analytical skills with a structured approach to problem-solving.

- Hands-on experience handling software, hardware, and internet application issues.

- Ability to work independently, manage multiple incidents, and meet tight deadlines.

- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

- Strong organizational, documentation, and presentation skills.

- Experience working with incident management tools/ticketing systems (preferred).

- Ability to collaborate effectively with cross-functional teams in a fast-paced environment.

Preferred Qualifications :

- Experience supporting US Healthcare systems, specifically EHR/EMR platforms.

- Familiarity with healthcare workflows, compliance standards, and support processes.

- Prior experience in implementation, application support, or client onboarding roles.