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Job Title: Level II Support Specialist (Part-Time) Location: In-Office Kochi or Navi Mumbai, India Schedule: MondayFriday: 4:30 AM 6:30 AM IST Saturday: 7:30 AM 12:30 PM IST (Part-time role) Job Summary PracticeSuite is seeking a knowledgeable and customer-focused Level II Support Specialist to provide advanced technical support for our PracticeSuite healthcare software platform. This in-office, part-time role based in Kochi or Navi Mumbai is ideal for an experienced support professional who can troubleshoot complex issues, collaborate with internal teams, and ensure a high level of customer satisfaction during early-morning support hours. The Level II Support Specialist will serve as an escalation point for Level I support, resolving more advanced application, workflow, and system-related issues for our healthcare clients. Key Responsibilities Technical Support & Issue Resolution Provide Level II technical support for PracticeSuite software, including application functionality, workflows, integrations, and system configurations. Analyze, troubleshoot, and resolve complex customer issues that cannot be resolved by Level I support. Identify root causes, document findings, and implement effective solutions in a timely manner. Support database-related issues (basic queries, data validation, error investigation) as needed. Customer Support & Communication Deliver professional, clear, and empathetic support to healthcare providers and staff. Communicate resolution steps, workarounds, and best practices effectively to customers. Ensure accurate documentation of cases, troubleshooting steps, and resolutions in the ticketing system. Maintain high customer satisfaction while meeting response and resolution SLAs. Escalation & Collaboration Act as an escalation resource for Level I Support team members. Collaborate with Product, Engineering, and QA teams for unresolved or recurring issues. Provide feedback on product issues, trends, and enhancement opportunities. Documentation & Knowledge Sharing Contribute to internal knowledge base articles and troubleshooting guides. Assist in training Level I support staff by sharing technical knowledge and best practices. Identify recurring issues and recommend process improvements. Required Qualifications 24 years of experience in technical support, application support, or healthcare IT support. Prior experience supporting EHR/EMR, Practice Management, or healthcare software. Strong understanding of Windows-based applications, client-server environments, and basic networking concepts. Experience working with ticketing systems and following SLA-driven support processes. Excellent verbal and written communication skills in English. Ability to reliably commute and work on-site during early-morning shifts. Familiarity with healthcare workflows such as scheduling, billing, clinical documentation, or reporting. Experience supporting customers in a fast-paced, production support environment. Knowledge of HIPAA and healthcare data security standards. Why Join MicroMD Opportunity to support a well-established healthcare technology platform Flexible, part-time schedule ideal for experienced professionals Exposure to complex healthcare workflows and systems .
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