Associate Support Engineer

Clinisys; Bengaluru; Vor Ort; INR 300.000 - 560.000; Vollzeit

Zusammenfassung

Clinisys, a healthcare software provider, seeks an Associate Support Specialist to handle inbound client inquiries, document issues, and resolve technical problems with clear communication. You will learn case management systems, work with AI-assisted resources, and collaborate with clients and internal teams to drive timely resolutions.

The role emphasizes ongoing product and industry updates, strong analytical skills, and the ability to translate complex concepts into lay language for

Qualifikationen

• Bachelor not required; strong analytical and communication abilities are essential.
• Ability to understand technical concepts and explain them to non-technical users.
• Experience supporting healthcare technology or related fields is a plus.

Aufgaben

• Respond to client requests via phone and web portal.
• Learn and use case management systems and document resolutions.
• Assess priority and criticality of issues and coordinate resolutions.
• Research, document, and communicate issue status and solutions to clients.
• Collaborate with clients and internal teams to resolve issues.
• Reference knowledge bases and AI-assisted resources for troubleshooting.
• Stay updated on product and industry changes; participate in on-call rotations.

Kenntnisse

Analytical thinking

Interpersonal communication

Time management

Explain technical concepts clearly

Problem-solving

Customer issue resolution

Ausbildung

High School diploma or GED

Tools

SQL

HL7 message troubleshooting

Networking

Database Administration

Java

Microsoft Technologies

Jobbeschreibung

Purpose

As an Associate Support Specialist, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Clinisys AI Philosophy

Building an AI-first organization is central to Clinisys’s purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI-enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.

Essential Functions

• Receives and responds to incoming client requests via telephone and web portal.
• Learns case management systems with focus on established case management best practices.
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.
• Researches, manages, and documents issues and document resolutions while effectively communicating status and partnering with the client.
• Actively partners with clients and internal resources in issue resolution.
• Utilizes proven resolutions to address customer based on guidance from experienced staff’
• Maintains high Client Satisfaction Scores.
• Stays current with product and industry updates and changes.
• Proactively learns and expands knowledge of Clinisys applications, environments, and systems.
• References knowledgebase articles in issue resolution.
• Leverages approved AI-assisted resources to support troubleshooting, knowledge discovery, documentation, and customer communications while ensuring accuracy and appropriate professional judgment.
• On-call/holiday rotation(s) required.
• All other duties and responsibilities as assigned.

Skills

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts in non-technical language
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues

Required Experience & Education

• High School diploma or GED
• 0-2 years’ experience with a technical aptitude in one of these areas:
• Healthcare technology
• Healthcare
• Laboratory sciences
• Technology
• Client support

Preferred Experience & Education

• College coursework or certification in a related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training: Examples:
• SQL
• Reading, interpreting, and troubleshooting HL7 messages
• Networking
• Database Administration
• Java
• Microsoft Technologies
• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills

Supervisory Responsibilities

• None

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.