Executive- Application Support & Infrastructure Support(L1/L2)

Job Summary:

Key Responsibilities:

1. Real-Time Technical Support

o Provide live, first-level technical support to end-users, including healthcare providers, patients, and internal staff.

o Troubleshoot and resolve issues related to digital health applications, software, hardware, and network connectivity.

o Escalate complex issues to second-level support or relevant teams when necessary, ensuring timely follow-up.

2. System Monitoring and Issue Resolution

o Continuously monitor system performance, identifying and resolving issues proactively to minimize downtime.

o Diagnose, document, and resolve software, hardware, or connectivity issues across the digital health platforms.

3. User Training and Onboarding

o Assist in user onboarding by providing guidance on system usage and best practices.

o Conduct virtual training sessions or create support documentation to help users navigate digital health tools.

4. Documentation and Reporting

o Maintain accurate logs of support requests, resolutions, and user feedback for ongoing improvement.

o Generate regular reports on common issues, user satisfaction, and areas for enhancement.

5. Collaboration and Continuous Improvement

o Collaborate with IT, Product Development, and Quality Assurance teams to improve system performance and user experience.

o Provide insights from user interactions to inform product updates and identify recurring support issues for root-cause analysis.

Required Skills and Qualifications:

Education

Experience

o Familiarity with digital health systems, electronic health records (EHR), telehealth platforms, or similar healthcare technologies.

Technical Skills:

o Knowledge of system monitoring tools, remote support software, and customer relationship management (CRM) systems.

• Soft Skills

o Excellent problem-solving abilities and attention to detail.

o Ability to work efficiently under pressure and manage multiple support requests.

Preferred Qualifications

• Experience in a high-paced, customer-facing environment in the digital health sector