Job
Description
Overview We are seeking a highly skilled and motivated Tier 2 Support Engineer to join our dynamic support team. In this role, you will act as the primary liaison between the support, engineering, and data services teams to handle day-to-day client requests and queries and ensure effective resolution of critical client issues. You will take ownership of escalated tickets, ensuring timely and accurate solutions, with a focus on the healthcare ambulatory domain. Your expertise in the US healthcare ambulatory domain will be essential in providing excellent service and support. Key Responsibilities: Issue Management: Manage, prioritize, and resolve escalated technical support tickets, ensuring that critical client issues are addressed promptly and effectively. Cross-functional Coordination: Serve as the point of contact between the support team, engineering, and data services teams to facilitate clear communication and quick resolution of complex technical issues. Client Escalations: Handle high-priority or sensitive client escalations, demonstrating technical expertise and professionalism in addressing and resolving issues. Root Cause Analysis: Perform in-depth troubleshooting and analysis of technical problems, identifying the root cause and collaborating with relevant teams for resolution. Ownership of Escalated Issues : Take full ownership of escalated issues from start to finish, ensuring that clients receive consistent and clear updates until resolution is achieved. Healthcare Ambulatory Expertise: Leverage domain knowledge in the healthcare ambulatory space to provide solutions that are both technically sound and relevant to the clients specific operational needs. Knowledge Sharing: Document and share solutions to common issues or complex problems to improve knowledge base and support efficiency. Continuous Improvement: Collaborate with internal teams to continuously improve support processes, tools, and service offerings, ensuring a better overall client experience. Required Qualifications: Technical Expertise: Strong technical troubleshooting skills with experience in managing client escalations in a Tier 2 support role or similar technical support capacity. Healthcare Ambulatory Domain Knowledge: Experience working with healthcare applications, ambulatory solutions, and relevant industry standards is required. Communication Skills: Excellent written and verbal communication skills to interact with clients and internal teams effectively. Problem-Solving: Strong analytical and problem-solving abilities to identify, diagnose, and resolve technical issues efficiently. Cross-functional Collaboration: Ability to coordinate and collaborate effectively with multiple teams (engineering, data services, etc.) to resolve client issues. Attention to Detail: High attention to detail, especially when handling complex issues and ensuring they are documented and addressed accurately. Preferred Qualifications: Experience with troubleshooting issues in healthcare-specific applications or systems (e.g., EMRs, patient management systems, RCM etc.). Familiarity with common healthcare integration standards (HL7, EDI, CCDA, FHIR, etc.) is a plus. Knowledge of support ticketing systems (e.g., JIRA, CRM). Education & Experience: Bachelors degree in computer science, Information Technology, Healthcare Informatics, or related field (or equivalent work experience). 3+ years of experience in a technical support role, preferably within healthcare technology or related domains. Location: Kochi WHO WE ARE PracticeSuite Pvt.Ltd, is a national, fast-growing cloud computing software company based in Kochi and Mumbai that provides a cloud-based 360Office Platform to healthcare facilities. PracticeSuite has an agile management team, high employee morale, and high customer satisfaction and retention. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based systems within healthcare. Please visit our website to learn more about us, at www.practicesuite.com
