Executive - Tech Support

Business Unit:
PrognoCIS, developed and serviced by Bizmatics Inc., is a comprehensive Electronic Health Records (EHR) software solution tailored to meet the unique workflow needs of specialty clinics.

As a proud member of the Harris Computer family, Bizmatics brings the strength of several hundred dedicated professionals to the healthcare technology space..

Job Summary:

As a Level 1 Support Executive, you will be the first point of contact for our clients.

You’ll assist users by answering incoming calls, responding to chat messages and emails, resolving routine queries, and escalating complex issues to appropriate teams.

Your ability to remain calm, attentive, and solution-focused is key to ensuring a smooth customer experience.

Work Mode: Work from Office
Shift Timings: 7pm to 4am (Night Shift)
Location: Mumbai

Primary Functions: 

•    Serve as the first level of support for incoming customer calls, chat messages, and emails.
•    Understand and resolve client queries using company policies, tools, and documentation.
•    Escalate complex technical issues or service requests to the appropriate teams.
•    Log all customer interactions and resolutions accurately in the system (CRM).
•    Maintain a high level of professionalism and empathy in all customer interactions.
•    Contribute to the knowledge base by documenting FAQs, resolutions, and processes.
•    Collaborate with team members and participate in training sessions for continuous improvement.
•    Meet or exceed defined support metrics, SLAs, and quality benchmarks.

Job Qualifications:
•    Bachelor's degree or equivalent.
•    Excellent verbal and written communication skills in English.
•    Strong problem-solving and active listening skills.
•    Ability to multitask, prioritize, and manage time effectively.
•    Comfortable using technology platforms like ticketing systems, chat tools, CRM, etc.
•    Willingness to work night shift.
•    A positive attitude, patience, and customer-first mindset.

Additional Qualifications (Good to Have):
•    Previous experience in a call center, customer service, or technical support environment.
•    Basic understanding of healthcare software, EHR/EMR systems, or cloud-based applications.
•    Familiarity with remote desktop tools or basic troubleshooting.

Soft/ Behavior Skills:
•    Good Communication and Collaboration.
•    Strong ARO
•    Ability to work both independently and as part of a team
•    Strong analytical and creative problem-solving skills

Benefits:


* Annual Public Holidays as applicable


* 30 days total leave per calendar year


* Mediclaim policy


* Lifestyle Rewards Program


* Group Term Life Insurance


* Gratuity


* ...and more!