Job Description

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:
We are seeking a passionate and experienced individual to join our Customer Service department as an EMR Tech Support Executive (Tier 2). In this role, you will be responsible for providing technical support to US-based doctors and clinical staff, addressing their concerns with professionalism and efficiency. You will play a key role in ensuring smooth operations of our EMR (Electronic Medical Records) application by troubleshooting issues and coordinating with internal teams for timely resolution.
Work Mode: Work from Office
Shift Timings: 7pm to 4am (Night Shift)
Location: Mumbai
What We Are Looking For:

• Provide Tier 1 and Tier 2 technical support to US physicians and clinical staff.
• Receive, analyze, and process support requests via email, cases, voicemails, and inbound calls.
• Troubleshoot and resolve errors and issues related to the EMR application.
• Assist clinical staff and physicians with workflow-related challenges.
• Handle complex problem-solving involving multiple variables in both standard and non-standard scenarios.
• Collaborate with internal teams to ensure timely resolution of technical issues.
• Maintain a high level of customer satisfaction through effective communication and support.

(Mandatory Qualifications & Skills)

• Any bachelor's degree
• Exceptional verbal and written communication skills
• Must have international calling experience.
• Excellent phone etiquette and active listening abilities.
• Good problem-solving abilities.
• At least 2 years of experience working as a Customer Support Executive or a similar position in the Customer Service department

(Preferred/Good-to-Have Skills)

• Knowledge of US healthcare industry & minimum 2+ years of experience with any EHR/EMR platform.
• HTML/SQL/AWS knowledge will be an advantage.

Skills/ Behavioral Skills:

• Clearly explain technical concepts to non-technical users (e.g., clinicians, administrative staff).
• Listen actively to understand user issues and concerns.
• Provide empathetic and patient-centered support.
• Prioritize support tickets and system updates efficiently.
• Support users who may be overwhelmed or unfamiliar with EMR systems.

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!