Executive / Senior Executive - L1/L2 Support

Executive / Senior Executive - IT Live Support (L1/L2 Support)
Job Type: Full-Time
Department: Information Technology
Location: Bangalore

Job Summary:
We are seeking a proactive and knowledgeable IT Live Support Specialist to join our Aster Digital Health team. This role is critical in providing real-time technical support to healthcare professionals, patients, and internal users utilizing our digital health platforms. The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and a customer-centric approach to resolve issues efficiently in a high-paced environment.

Key Responsibilities:

• Real-Time Technical Support
• Provide live, first-level technical support to end-users, including healthcare providers, patients, and internal staff.
• Troubleshoot and resolve issues related to digital health applications, software, hardware, and network connectivity.
• Escalate complex issues to second-level support or relevant teams when necessary, ensuring timely follow-up.
  
• System Monitoring and Issue Resolution
• Continuously monitor system performance, identifying and resolving issues proactively to minimize downtime.
• Diagnose, document, and resolve software, hardware, or connectivity issues across the digital health platforms.

• User Training and Onboarding
• Assist in user onboarding by providing guidance on system usage and best practices.
• Conduct virtual training sessions or create support documentation to help users navigate digital health tools.

• Documentation and Reporting
• Maintain accurate logs of support requests, resolutions, and user feedback for ongoing improvement.
• Generate regular reports on common issues, user satisfaction, and areas for enhancement.

• Collaboration and Continuous Improvement
• Collaborate with IT, Product Development, and Quality Assurance teams to improve system performance and user experience.
• Provide insights from user interactions to inform product updates and identify recurring support issues for root-cause analysis.

Required Skills and Qualifications:

• Education: Bachelor's degree in information technology, Computer Science, or a related field.
• Experience: Proven experience in a live IT support or helpdesk role, preferably within the healthcare or digital health industry.
• Familiarity with digital health systems, electronic health records (EHR), telehealth platforms, or similar healthcare technologies.

• Technical Skills:
• Proficiency in troubleshooting network, hardware, and software issues.
• Knowledge of system monitoring tools, remote support software, and customer relationship management (CRM) systems.

• Soft Skills:
• Strong verbal and written communication skills to explain technical issues to non-technical users.
• Excellent problem-solving abilities and attention to detail.
• Ability to work efficiently under pressure and manage multiple support requests.

Preferred Qualifications:

• Familiarity with healthcare data security and compliance standards, such as HIPAA.
• Experience in a high-paced, customer-facing environment in the digital health sector.