Manage and maintain client support for products as well as those requiring specialized support
Research, diagnose, and resolve client support issues
Serve as product expert to meet client support needs for multiple product applications
Assist in product enhancement/upgrade opportunities
Build client respect and satisfaction by consistently meeting and exceeding support expectations
Creates internal and external documentation/communication as appropriate
Contribute to support strategies related to all product applications
Essential Duties & Responsibilities:
Provides telephone and email support to internal and external customers.
Organizes, investigates, and resolves issues in a timely and effective manner.
Assists with software testing as needed.
Interfaces/communicates with other departments to ensure product maintenance utilizing established procedures.
Actively participates and contributes to internal process improvements.
Supports application functionality and remains current on release updates and product knowledge.
Develops advanced product knowledge.
Maintains and shares industry knowledge with team.
Works through data processing and validation issues with internal support teams.
Directs clients to appropriate training & education resources, both internal and external.
Provides best practices in how to use products to clients as needed.
Provides quick, on-the-spot tutorials to clients as needed.
Answers direct client/end user calls.
Adheres to established procedures of documenting support cases.
Reports software/product bugs to development and product management staff.
Maintains and updates internal documentation.
Attends internal meetings as needed.
Performs other task and projects as needed.
Minimum Qualifications & Competencies:
BA/BS in Business Administration, Healthcare, or 2-4 years industry related experience
Demonstrated understanding of Hospital work flow.
Ability to understand basic financial management principles, such as the difference between revenue and expenses.
Solid knowledge of all Microsoft Office Products.
Ticketing System experience preferred (Salesforce a plus).
Must have exceptional troubleshooting skills both technically and at the application level.
Must have experience providing technical expertise in a customer support environment, preferably healthcare.
Ability to interpret and communicate an extensive variety of technical instructions.
Ability to strategically analyze, collect data, and identify problems using advanced analytical skills
Must have excellent organizational and follow-up skills with great attention to detail.
Self-starter and ability to work both independently and in a collaborative team approach.
Ability to communicate with others, including clients, in a clear, effective and professional manner on the phone, via email and in person; and the demonstrated use of good written (i.e. good grammar/spelling) and verbal communication skills.
Walk in Date:09th Jan 2019
Walk in Deadline:14th Jan 2019
VenueNThrive Global Solutions Tower C,15th Floor Unitech Cyber Park Sector 39 , Gurgaon Haryana - 122001
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