About Practo:

At Practo, we’re not just building products—we’re building a future where healthcare is smarter, more accessible, and more connected. Our goal is to simplify healthcare for everyone—doctors, patients, hospitals, and more. If you want to be part of a team that’s passionate about improving lives globally through thoughtful and innovative solutions, this could be the right opportunity for you.

Position Summary:

As a Support Analyst (or Senior Support Analyst based on experience), you will be on the front line assisting hospital users with their HIMS (Hospital Information Management System) queries. You will troubleshoot, escalate issues, and collaborate with engineering and resolver teams to provide timely, effective support.

Key Responsibilities

• Handle incoming support calls and emails from HIMS users
• Diagnose user issues, create and manage support tickets
• Escalate problems to the appropriate resolver group and follow up for resolution
• Communicate clearly with users about issue status and expected resolution timelines
• Understand application limitations and contribute to bug analysis and resolution
• Maintain good documentation and tracking of support cases

Key Technical Skills:

HIMS, Ticket Management, Client Support, Communication, Healthcare Operations, Issue Diagnosis, HTML, SQL, PL/SQL, MySQL

Requirements:

Basic Qualifications:

• 1–2 years of experience as a System Admin, Office Admin, or Department User in a 50+ bed hospital using HIMS
• Or experience working with a Hospital Management System (HMS) company
• Excellent verbal and written communication skills in English; knowledge of regional languages is a bonus
• Ability to manage high-volume support requests and stay calm under pressure
• Strong collaboration skills and a positive attitude

Preferred Skills:

• Working knowledge of HTML and SQL (PL/SQL or MySQL)
• Ability to interpret and troubleshoot customized SQL-based reports
• Familiarity with hospital workflows, operations, and common challenges in healthcare IT

Working Conditions:

• 6-day workweek
• Rotational weekends off (not fixed Saturday/Sunday off)
• Office-based role with expected responsiveness to hospital support requests

Are You a Fit?

We’re looking for professionals who:

• Want to make a real impact in healthcare
• Enjoy problem-solving and think from first principles
• Are excellent team players with strong communication skills
• Have an entrepreneurial mindset and can work independently

If you're looking for a meaningful role where you can combine tech-savvy skills with real-world healthcare impact, Practo's Support Analyst position offers an exciting and rewarding challenge.