Technical Support Agent

• *Job Title:** Technical Support Executive – HMIS Software
• *Department:** Technical Support / IT
• *Reporting To:** Technical Support Manager / Project Manager
• *Location:** \[Mention Location]
• *Employment Type:** Full\-Time

Job Summary

We are looking for a customer\-focused and technically skilled Technical Support Executive to provide technical assistance, troubleshooting, and user support for Hospital Management Information System (HMIS) software. The candidate will be responsible for resolving software\-related issues, assisting hospital staff, ensuring smooth system operations, and coordinating with internal technical teams to maintain efficient healthcare IT services.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for HMIS software to hospital staff, including doctors, nurses, receptionists, billing executives, pharmacists, and administrative teams.
• Troubleshoot and resolve issues related to patient registration, OPD/IPD, billing, laboratory, radiology, pharmacy, inventory, discharge, and other HMIS modules.
• Assist users with software navigation, configuration, workflows, and day\-to\-day operational queries.
• Log, track, prioritize, and resolve support tickets within defined Service Level Agreements (SLAs).
• Coordinate with development, database, networking, and implementation teams to resolve complex technical issues.
• Support HMIS installation, configuration, upgrades, testing, and deployment activities.
• Perform basic database queries and data validation, where authorized, to investigate application issues.
• Troubleshoot connectivity, printer, browser, login, access rights, and application performance problems.
• Provide remote and on\-site support during hospital operations, go\-live activities, and system upgrades.
• Conduct user training and prepare user manuals, FAQs, and troubleshooting documentation.
• Monitor recurring issues and escalate software bugs or system failures to the concerned teams.
• Maintain confidentiality and security of patient information and comply with applicable healthcare data protection policies.
• Prepare daily, weekly, and monthly support reports and maintain proper incident documentation.
• Follow up with users to ensure issues are resolved and service quality is maintained.

Required Skills and Qualifications

• Graduate or diploma holder in Computer Science, Information Technology, Computer Applications, or a related field.
• 1–3 years of experience in technical support, application support, healthcare IT, or HMIS software support. Freshers with relevant technical knowledge may also be considered.
• Basic understanding of hospital workflows, including OPD, IPD, billing, laboratory, pharmacy, and patient registration.
• Knowledge of Windows operating systems, web browsers, LAN/WAN, printers, and basic networking.
• Basic SQL knowledge and familiarity with databases such as MySQL, SQL Server, or PostgreSQL is preferred.
• Understanding of ticketing systems, remote support tools, and incident management processes.
• Strong troubleshooting, analytical, and problem\-solving skills.
• Good verbal and written communication skills.
• Ability to interact professionally with hospital staff and non\-technical users.
• Willingness to travel to hospital sites and work in shifts or provide on\-call support, if required.

Preferred Qualifications

• Prior experience with HMIS, HIS, EMR, EHR, or other hospital software applications.
• Experience in hospital software implementation, user training, or post\-implementation support.
• Familiarity with healthcare interoperability standards such as HL7 or FHIR is an advantage.
• Knowledge of database backups, application logs, and basic server administration is desirable.

Key Performance Indicators (KPIs)

• Timely resolution of support tickets within defined SLAs.
• First\-contact resolution rate.
• User satisfaction and feedback.
• Reduction in recurring incidents.
• Accuracy and completeness of support documentation.
• Timely escalation of critical issues.
• Successful completion of user training and implementation support activities.

Key Competencies

• Customer service orientation
• Technical troubleshooting
• Communication and interpersonal skills
• Time management and prioritization
• Team collaboration
• Attention to detail
• Data confidentiality and professional integrity

Working Conditions

The role may require working at hospital premises, providing remote support, attending emergency system issues, and supporting software go\-live activities outside regular business hours when necessary.

Pay: From ₹8,000\.00 per month

Work Location: In person