Associate Technical Support Consultant

Altera Digital Health; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Altera Digital Health seeks a motivated Associate Technical Support Consultant to join its Technical Support team in Pune. This entry-level role targets fresh graduates passionate about technology, problem-solving, and helping customers.

You will receive training on enterprise healthcare software products and work with experienced consultants to troubleshoot issues, while developing expertise in enterprise applications, databases, interfaces, and incident management.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
• Fresh graduates with strong technical aptitude are encouraged to apply.
• Basic understanding of Windows, Networking, Databases and SQL concepts, and application troubleshooting.
• Strong written and verbal communication skills.
• Willing to work during U.S shift timings with some weekend on call.

Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software applications.
• Troubleshoot and resolve issues reported through ServiceNow or other ticketing systems.
• Analyse problems by gathering information, reviewing logs, and following SOPs and troubleshooting guides.
• Document cases accurately with steps, findings and resolutions.
• Collaborate with senior team members and other technical teams as needed.
• Meet SLA, productivity, quality and customer satisfaction targets.

Skills

Analytical skills

Problem-solving

Communication skills

Education

Bachelor's degree in CS/IT/CE/Electronics or related

Tools

ServiceNow

SQL

Windows OS

Job description

Job Title: Associate Technical Support Consultant

Experience: Fresher / 0–1 year

Location: Pune, India

Employment Type: Full-Time

Department: Technical Support / Customer Support

We are looking for a motivated and technically inclined Associate Technical Support Consultant to join our Technical Support team. This is an entry-level opportunity for a fresher who is passionate about technology, problem-solving, and helping customers.

The successful candidate will receive training on our enterprise healthcare software products and support processes and will work closely with experienced consultants to troubleshoot and resolve customer issues.

The role provides an opportunity to develop expertise in enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems.

Key Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software applications.
• Investigate, troubleshoot, and resolve application and technical issues reported through ServiceNow or other ticketing systems.
• Analyse reported problems by gathering relevant information, reviewing logs, identifying error messages, and following established troubleshooting procedures.
• Follow documented Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting guides to resolve common issues.
• Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior team members.
• Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.
• Meet defined SLA, productivity, quality, and customer satisfaction expectations.
• Participate in knowledge-transfer sessions and continuously build knowledge of supported products.
• Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.
• Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.
• Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.
• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
• Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
• Fresh graduates with strong technical aptitude are encouraged to apply.
• Basic understanding of:
• Operating systems, particularly Windows
• Networking fundamentals
• Databases and SQL concepts
• Application troubleshooting
• Software development/support concepts
• Good analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Flexible to work during U.S shift timings with certain weekend on call.