Altera Digital Health, a healthcare software company, is hiring an Associate Technical Support Consultant. It is a full time, entry level role for freshers or people with up to 1 year of experience, listed as remote in the Pune-Baroda region of India.
Role Overview
You join the Technical Support team and handle first-level support for enterprise healthcare software. Customers raise issues, usually through ServiceNow or a similar ticketing tool, and you investigate, troubleshoot and resolve them with help from senior consultants. The company trains you on its products and support processes first.
Responsibilities
- First-level technical support for healthcare software applications
- Gathering details, reading logs and error messages, and following set troubleshooting steps
- Using SOPs, knowledge articles and troubleshooting guides for common problems
- Basic configuration and validation work with guidance from seniors
- Writing clear case notes: what you tried, what you found, how it was fixed
- Meeting SLA, quality and customer satisfaction targets
- Escalating critical issues quickly and following up until they close
- Communicating with customers and internal teams by email, chat and calls
- Suggesting improvements to knowledge articles, SOPs and support processes
- Using AI-assisted troubleshooting tools responsibly
Requirements
- Bachelor's degree in Computer Science, IT, Computer Engineering, Electronics or a related field
- Basic understanding of operating systems (Windows in particular), networking, databases and SQL, application troubleshooting and software support concepts
- Good analytical, written and verbal communication skills
- Willingness to work rotational shifts, with some weekend on-call
Nice to have, not mandatory: basic SQL querying, Windows Server, TCP/IP and DNS, ServiceNow or other ITSM tools, ITIL basics, healthcare IT concepts such as EMR/EHR, scripting in PowerShell or Python, and exposure to AI tools for support work.
What the role involves
Most of your day is a queue of tickets. Each one is a small investigation: read the report, reproduce or narrow down the problem, check logs, try the documented fix, write it up. Early on you will lean heavily on the knowledge base and senior colleagues. Over time you pick up the product, the common failure patterns and the database and interface side of the system.
Who it suits
It fits someone who likes figuring out why software misbehaves and can stay patient and clear with frustrated users. It is a good starting point if you want to move toward application support, database or integration roles later. It is a poor fit if you need a fixed 9 to 6 schedule, since evening, night and weekend coverage can be required.
How to stand out
- Revise SQL basics: joins, filters, simple updates
- Be able to explain DNS, ports and what happens when a connection fails
- Practise describing a technical problem in three clear sentences, since written communication is part of the job
- If you have used any ticketing tool, even in a college project, mention it
- Expect scenario questions such as how you would handle a ticket you cannot solve in the time you have. This is an expectation, not a confirmed question.
Check before you apply
- Salary is not listed in the posting
- The location reads "Remote Pune-Baroda", so ask whether you must be based in or near those cities
- Shift pattern and how often night or weekend cover applies
- Whether a company laptop and connectivity are provided for remote work
