Associate Technical Support Consultant

Altera Digital Health; Pune District; On-site; INR 300,000 - 450,000; Full time

Job summary

Altera Digital Health in Pune, India is seeking an Associate Technical Support Consultant for an entry-level role. You will receive training on our enterprise healthcare software and work with seasoned consultants to troubleshoot and resolve customer issues.

The role provides exposure to enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems, with opportunities to grow technical and customer-support competencies.

Qualifications

• Bachelor's degree in Computer Science, IT, CS or related field.
• Fresh graduates encouraged to apply.
• Basic understanding of Windows OS, networking, databases/SQL, troubleshooting.
• Good analytical and problem-solving skills.
• Strong written and verbal communication skills.

Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software.
• Investigate, troubleshoot, and resolve issues via ServiceNow or other ticketing systems.
• Analyse problems by gathering information, reviewing logs, and following procedures.
• Follow SOPs and knowledge articles to resolve issues.
• Perform basic config, validation, and troubleshooting under guidance.
• Collaborate with senior engineers, development, and other teams when needed.
• Maintain accurate case documentation of steps, findings and resolutions.
• Meet SLA, productivity, quality, and customer satisfaction targets.
• Participate in knowledge-transfer sessions and build product knowledge.
• Identify recurring issues and contribute to knowledge articles and processes.
• Use AI-assisted troubleshooting to improve efficiency and resolution quality.
• Communicate clearly with customers and internal teams via email, chat, and calls.
• Participate in rotational shifts including evenings/nights/weekends.

Skills

Communication skills

Analytical thinking

Problem solving

Technical aptitude

Education

Bachelor's degree in Computer Science / IT / CS

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

Job Summary

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

• Bachelors 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.