US HealthCare // Customer Support // Levell II

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