Technical Support Executive (Jayanagar)

Technical Support Executive Location: Jayanagar, Bangalore Company: DocPulse Employment Type: Full-time | Permanent Experience: 0–2 years Salary: ₹18,000 – ₹24,000 per month At DocPulse, we don’t hire for roles — we hire future leaders. This position is designed for individuals who want to start in technical support and grow into higher-responsibility roles such as Senior Support Specialist, Implementation Consultant, Account Manager, Product Specialist, or Team Lead. If you are someone who takes ownership, learns quickly, and wants to build a long-term career in healthcare technology, this is the right prospect for you. About DocPulse DocPulse is a leading Healthcare Information Management System (HIMS) platform helping hospitals and clinics streamline operations across appointments, billing, EMR, pharmacy, lab, and more. Our support team plays a mission-critical role in ensuring uninterrupted healthcare delivery across our partner hospitals. Role Overview The Technical Support Executive is the first line of interaction between DocPulse and our customers. You will ensure hospitals and clinics operate smoothly by resolving technical issues, guiding users, and coordinating with internal teams. This role demands responsibility, problem-solving ability, and strong communication skills. High performers will be given increasing ownership and leadership opportunities. Key Responsibilities1. Customer Support & Communication
- Respond to customer inquiries via phone, email, chat, and ticketing systems.
- Communicate clearly and professionally with hospital staff and patients.
- Maintain accurate documentation of all interactions.
- Provide timely updates on issue resolution.
- Follow up to ensure complete resolution and customer satisfaction. 1. Technical Troubleshooting
- Diagnose and resolve basic software-related issues including:
- Appointment scheduling
- Billing & payments
- EMR usage
- User access & login issues
- Printer/sticker configuration (OPD slips, receipts, etc.)
- Guide users step-by-step to resolve system queries.
- Replicate issues and identify root causes. 1. Escalation & Internal Coordination
- Escalate complex issues with proper documentation.
- Coordinate with Product, Engineering, and Implementation teams.
- Track escalations until resolution. 1. Operational & System Support
- Assist hospitals during peak operational hours.
- Support user creation, access control, and configuration changes.
- Perform minor backend corrections as per SOPs.
- Ensure adherence to defined SLAs. 1. Weekend Rotational Call Support
- Participate in round-robin weekend support.
- Address urgent patient and hospital concerns promptly.
- Ensure continuity of hospital operations. 1. Growth & Ownership Expectations We expect team members to:
- Take complete ownership of assigned tickets.
- Identify recurring issues and suggest process improvements.
- Contribute to internal knowledge base documentation.
- Proactively learn product updates and new features.
- Demonstrate leadership potential through accountability and initiative. High-performing candidates will be considered for expanded responsibilities within 12–18 months. Career Path Opportunities At DocPulse, growth is performance-driven. Potential career progression includes:
- Senior Technical Support Executive
- Implementation Specialist
- Key Account Manager
- Product Operations Associate
- Support Team Lead We promote internally wherever possible. Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal skills and customer-first attitude.
- Problem-solving mindset.
- Ability to work in a fast-paced environment.
- Willingness to take responsibility and grow into leadership roles. Eligibility Experience: 0–2 years in Technical Support / Customer Support (Healthcare SaaS is a plus) Education: Any Graduate (Engineering preferred) Languages Required:
- English
- Hindi
- Kannada Job Types: Full time, Permanent Pay: ₹18,000.00
- ₹24,000.00 per month Benefits
- Leave encashment
- Paid sick time
- Paid time off Ability to commute/relocate:
- Jayanagar, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required) Education:
- Bachelor's (Required) Experience:
- Technical support: 1 year (Preferred)
- total work: 1 year (Preferred) Language:
- English, Hindi and Kannada (Preferred) Location:
- Jayanagar, Bengaluru, Karnataka (Required) Work Location: In person Apply on Kit Job: kitjob.in/job/4m41e4