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.

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