Technical Support Analyst

About Us

InterScripts is a Information Technology business based in Chantilly, VA and established in 2017 providing technology and platform enabled services and solutions. Historically, we have enabled our customers to realize the most value from their technology and resources through our Managed Services, Archival Solution, EHR, ERP, Advisory, Virtual Care, Technology, Application Development, and Cybersecurity services.

In addition, InterScripts has substantial experience in providing Technology and Platform Enabled solutions to commercial, public sector, and government entities. We are an ISO 27001, 9001 CMMI 3 and SOC 2 certified organization, signifying our ability to lower the risks for our clients’ application modernization efforts, custom development, support, operations, and MSP projects.

Job Description

Job Description: Technical Support Executive (Hyderabad Office US Support)

About The Role

We are seeking a proactive and detail-oriented Technical Support Executive to join our Hyderabad office. In this role, you will provide application and technical support to our US-based clients, ensuring timely issue resolution, seamless customer experience, and high service quality. This position requires excellent communication skills, strong problem-solving abilities, and the flexibility to work in rotating shifts to support US time zones.

Key Responsibilities

Technical & Application Support

• Provide Level 1/Level 2 technical support for software applications and platforms used by US clients.
• Troubleshoot application issues, system errors, login problems, integrations, and performance concerns.
• Analyze logs, replicate customer issues, and document findings for engineering teams when required.
• Diagnose and resolve technical queries via email, chat, or remote sessions.
  
  

Customer Interaction & Service Excellence

• Act as the first point of contact for US customers needing application or technical assistance.
• Maintain a customer-centric approach, building strong communication and trust with end users.
• Provide timely updates, follow-ups, and clear guidance to customers.
  
  

Incident & Ticket Management

• Log, track, and resolve support tickets using ticketing tools or CRM systems.
• Prioritize and escalate issues based on severity and business impact.
• Ensure SLAs, response times, and resolution timelines are met consistently.
  
  

Documentation & Process Adherence

• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Follow SOPs, compliance standards, and organizational workflows.
• Document causes, issue trends, and provide feedback to product/support leads.
  
  

Requirements

Required Qualifications & Skills

• Bachelors degree in Computer Science, IT, Engineering, or related field.
• 2 to 6 years of experience in technical support, application support, or IT helpdesk roles (freshers with strong technical aptitude may also be considered).
• Strong understanding of web applications, databases, APIs, and basic networking concepts.
• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira, etc.) preferred.
• Excellent written and verbal communication skills.
• Ability to handle clients in US time zones with empathy, professionalism, and patience.
• Willingness to work in 24/7 rotating shifts (including night shifts).
  
  

Preferred Skills

• Exposure to Healthcare IT process is a plus.
• Familiarity with SQL queries and log analysis.
• Knowledge of healthcare, fintech, or SaaS-based platforms (based on business domain).
• Experience in remote support tools (AnyDesk, TeamViewer, etc.).
  
  

Work Location

Hyderabad (On-site)

Support for US Clients

Rotating Shifts (including night shifts)

Role: Technical Support - Voice / Blended

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Graduation Not Required

Key Skills

Skills Highlighted With ‘‘ Are Preferred Key Skills

Technical Voice ProcessTechnical SupportInternational Technical Support

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