This is a Technical Support Lead position reporting to mid management and requires an exceptional blend of hands-on technical expertise, people leadership, and outstanding customer communication skills. The primary purpose of this role is to ensure complete customer satisfaction through timely, responsive, and effective resolution of every support interaction. The ideal candidate will be both an individual contributor and a team leader — someone who takes full ownership of the support function, communicates with clarity and empathy, and ensures that no customer is left waiting or unheard. Professionals who take pride in going above and beyond for customers and who have a proven ability to manage problems to closure without escalation are strongly encouraged to apply.
This is a work from office job in Mylapore, Chennai. We are looking at candidates with 2+ years of experience.
Role & Responsibilities
- Serve as the first point of escalation and the face of Medialogic's support function — ensuring every customer feels heard, valued, and supported at all times
- Ensure all customer support tickets are acknowledged promptly, actioned immediately, and closed within defined timelines — with zero tolerance for unresolved or lingering issues
- Communicate proactively with customers at every stage of issue resolution — keeping them informed, managing expectations, and ensuring no customer has to follow up twice
- Handle difficult customer situations with professionalism, patience, and a solution-first mindset — turning challenging interactions into positive experiences
- Lead, mentor, and manage a small technical support team while actively contributing as an individual support resource
- Provide end-to-end technical support for application usage, installation, configuration, OS, networking, and system recovery
- Proactively identify recurring issues, patterns, and potential failure points — and initiate solutions before they reach the customer or escalate further
- Conduct regular reviews of open and resolved cases to monitor team performance, responsiveness, and adherence to support standards
- Prepare and submit clear, insightful daily, weekly, and monthly reports to management covering ticket status, response times, customer feedback, and team performance
Preferred Candidate Profile
- Any graduate with 2+ years of experience in technical support, with at least 1 year in a team lead or senior support role
- Excellent communication and problem management skills are non-negotiable — the candidate must be able to handle customer conversations with confidence, clarity, and empathy across all situations
- Proven track record of ensuring customer satisfaction and managing support issues end-to-end without escalation
- Strong troubleshooting skills across application support, installation, networking, and problem solving
- Ability to manage a small team and drive results through ownership, accountability, and proactive thinking
- Fluency in English and Tamil mandatory; knowledge of Hindi will be an added advantage
- Strong analytical and reporting skills — ability to present clear, actionable data to management
- Highly responsive, systematic, and responsible — understands that timely action is the foundation of great customer support
- Flexible to work in variable timings as needed
Medialogic Solutions (P) Ltd. is a leading provider of IT products and solutions for the Healthcare industry. We enable clinicians to make better, faster decisions in today's rapidly changing environment. We are a community of learners, doers, and enablers.
Job Type: Full-time
Pay: ₹300,000.00 - ₹400,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Application Question(s):
- Are you able to join within a month
- Multitasker, Result Oriented, Naturally inclined to take up Responsibilites and Execute
Experience:
- Leadership: 1 year (Required)
Language:
Location:
- Chennai, Tamil Nadu (Required)
Work Location: In person
