Technical Support Specialist

Job Title: Technical Support Specialist

Location: Kochi, On-site

Job Type: Full-time, Permanent

Shift Mode: Night Shift

Job Summary:

We are seeking an experienced and skilled Technical Support Specialist to join our team. You will play a crucial role in ensuring the seamless use of our healthcare software products by providing exceptional voice-based support to our clients, ensuring timely resolution of issues related to our Product. This role requires understanding of how software/IT functions, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities:

1. Provide top-notch voice based technical support to clients, ensuring prompt resolution of issues related to our EHR Product.
2. Troubleshoot and resolve technical issues, escalating complex problems to senior team members or developers when necessary.
3. Develop and maintain a deep understanding of our EHR Software, including its features, functionality, and technical requirements.
4. Maintain accurate records of client interactions, including issue resolution and follow-up actions, using our ticketing system.
5. Participate in training and knowledge-sharing sessions to enhance technical skills and stay up-to-date with software updates and changes.
6. Meet or exceed performance metrics, including first-call resolution rates, client satisfaction scores, and response times.

Skills Required:

• 1 to 3 years of experience in any voice process.
• Strong verbal communication skills.
• Customer focused with a positive and empathetic attitude.
• Provide prompt and effective technical support to clients, addressing inquiries, and resolving issues related to our healthcare software products.
• Ensure customer satisfaction by delivering high quality support and fostering positive customer relationships.
• Diagnose and troubleshoot technical issues reported by clients, guiding them through step by step solutions.
• Escalate complex issues to the appropriate internal teams for resolution.