Associate Technical Support Consultant

Job Title: Associate Technical Support Consultant

Experience: Fresher / 0–1 year

Location: Remote

Employment Type: Full-Time

Department: Technical Support / Customer Support

Job Summary

We are looking for a motivated and technically inclined Associate Technical Support Consultant to join our Technical Support team. This is an entry-level opportunity for a fresher who is passionate about technology, problem-solving, and helping customers.

• The successful candidate will receive training on our enterprise healthcare software products and support processes and will work closely with experienced consultants to troubleshoot and resolve customer issues.
• The role provides an opportunity to develop expertise in enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems.

Key Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software applications.
• Investigate, troubleshoot, and resolve application and technical issues reported through ServiceNow or other ticketing systems.
• Analyse reported problems by gathering relevant information, reviewing logs, identifying error messages, and following established troubleshooting procedures.
• Follow documented Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting guides to resolve common issues.
• Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior team members.
• Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.
• Meet defined SLA, productivity, quality, and customer satisfaction expectations.
• Participate in knowledge-transfer sessions and continuously build knowledge of supported products.
• Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.
• Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.
• Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.
• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
• Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.
• Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
• Fresh graduates with strong technical aptitude are encouraged to apply.
• Basic understanding of:
• Operating systems, particularly Windows
• Networking fundamentals
• Databases and SQL concepts
• Application troubleshooting
• Software development/support concepts
• Good analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Flexible to work in rotational shift timings with certain weekend on call.
• Preferred / Good-to-Have Skills
• These are not mandatory for freshers, but candidates with exposure to any of the following would be preferred:
• Basic SQL / database querying
• Windows Server fundamentals
• Networking concepts such as TCP/IP, DNS, ports, and connectivity
• ServiceNow or similar ITSM tools
• ITIL fundamentals
• Healthcare IT / EMR / EHR concepts
• Basic scripting such as PowerShell, Python, or batch scripting
• Exposure to AI tools used for troubleshooting or technical support