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

Additional Qualifications (Good To Have)

Soft / Behavior Skills

Benefits

Skills Required

Ehr, Emr, ticketing systems , Crm