Contractor

Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc.,[Altera India]; Pune District; On-site; INR 334,800 - 669,600; Full time

Job summary

Allscripts(India) LLP in Pune invites a contractor for Product/Application Support to assist clients via phone, email, or chat. You will diagnose issues, document cases, and collaborate with product teams to drive timely resolutions.

The role requires a technical degree, strong English communication (C1), and comfort with hybrid/WFO work. You will work standard weekdays with occasional night shifts to align with US hours, and possible after-hours support.

Qualifications

• Bachelor's degree in any stream Technical/Science/Humanities.
• Strong verbal and written communication skills (English C1).
• Curious, tech-friendly, and eager to learn troubleshooting basics.
• Comfortable working in a hybrid/WFO support environment.

Responsibilities

• Diagnoses and resolves client application questions over phone/Internet (product functionality, setup, bugs).
• Tracks and documents inbound support requests with proper notation of client problems.
• Maintains a log (SNOW) of issues and conveys feedback to product staff to improve design.
• Uses Knowledge Base to speed resolutions; ensures accurate, complete case documentation.
• Handles clients requiring basic product knowledge and troubleshooting skills.
• Reproduces client issues to identify root cause and provides data to appropriate resources.
• Responds to and closes cases within established timelines and SOPs.
• Assists field technicians who are troubleshooting problems or repairing product.
• Escalates to the next tier when needed.
• Participates in quality processes.

Skills

Communication skills

English proficiency (C1)

Education

Bachelor's degree in any stream Technical/Science/Humanities

Job description

Contractor- Product/Application Support, WFO, Pune

How you will make an impact

Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

Key Responsibilities

• Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues.
• Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design.
• Searches for known issues and product information in the Knowledge Base to speed problem resolutions; ensures case documentation is accurate, complete, clear and consistent with Support policy.
• Works directly with clients requiring basic product knowledge and basic troubleshooting skills.
• Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis.
• Responds to, works and closes cases within established timelines and SOPs; communicates accurate expectations to the clients.
• Assists field technicians who are troubleshooting problems or repairing product.
• Works directly with mentor on skill development to build towards independence.
• Knows when to escalate to the next tier level.
• Participates in quality processes.

Who You Are

• Bachelors degree in any stream Technical/Science/Humanities.
• Strong verbal and written communication skills (C1 English proficiency).
• Curious, tech-friendly, and eager to learn troubleshooting basics.
• Comfortable working in a hybrid OR WFO support environment.

Bonus If You Have

• 1 3 years of experience in a customer or product support role.
• Basic familiarity with cloud, app support, or healthcare software.

Working Style

Standard weekday hours, which would include standard US working hours night shifts when required. With occasional after-hours or holiday support when needed. Work setup: Work from office in a professional office space setup.