Position: Technical Support Executive
Experience: 1–4 Years (Fresher’s with relevant technical knowledge may also apply)
Employment Type: Full-Time
Location: Pune
Company: Medimaze solutions Pvt.Ltd
Job Summary
Medimaze is seeking a proactive and customer-focused Technical Support Executive to provide technical assistance and support for our healthcare software applications. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service while ensuring timely issue resolution.
Key Responsibilities
- Provide first-level technical support to customers via phone, email, chat, or remote access.
- Diagnose, troubleshoot, and resolve software and application-related issues.
- Log, track, and manage support tickets using the company’s ticketing system.
- Escalate complex technical issues to the development or implementation team when required.
- Assist customers with software installation, configuration, updates, and user onboarding.
- Guide users on product features, functionality, and best practices.
- Maintain accurate documentation of customer interactions, issue resolutions, and technical procedures.
- Perform system health checks and basic troubleshooting of application performance issues.
- Collaborate with internal teams to ensure timely resolution of customer concerns.
- Ensure adherence to defined Service Level Agreements (SLAs) and maintain high customer satisfaction.
- Participate in product training sessions to stay updated with new features and enhancements.
Required Skills & Qualifications
- Bachelor’s degree or diploma in Computer Science, Information Technology, Engineering, or a related field.
- 1–4 years of experience in Technical Support, Application Support, IT Helpdesk, or Customer Support.
- Basic understanding of Windows operating systems, networking, and computer hardware.
- Knowledge of SQL basics and database concepts is an advantage.
- Familiarity with remote support tools and ticket management systems.
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks and work effectively in a fast-paced environment.
- Customer-centric approach with strong interpersonal skills.
- Willingness to work in rotational shifts if required.
Preferred Skills
- Experience supporting healthcare or hospital management software is preferred.
- Knowledge of SQL Server and basic query execution.
- Understanding of APIs and software integration concepts.
- Familiarity with CRM or helpdesk platforms.
- Experience with remote desktop support tools.
What We Offer
- Opportunity to work with innovative healthcare technology solutions.
- Professional learning and career development opportunities.
- Collaborative and supportive work environment.
- Exposure to real-world healthcare IT projects.
- Employee-friendly workplace with growth opportunities.