Analyst, Product Support

Responsibilities and Expectations

• Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers expectations.

• Assume responsibility for all customer incidents; communicate status and expectations and escalate as needed to meet or exceed SLAs.

• Accurately document all support activity in the tracking system in a timely manner .

• Propose improvements to products and processes (via knowledge base articles, support bulletins, etc.).

• Analyse issues/requests related to our products and systems, which includes research, applying the appropriate fix , and work with the internal teams to ensure the issue is resolved and working as expected based on the requirements and guidelines.

• Identify , research, and analyse data errors or inconsistencies within the system.

• Actively participate in team meetings by providing feedback on current day-to-day activity and recommendations for improvement

• Offer alternative solutions where appropriate with the objective of retaining customers confidence in our products.

• Willing to work on Saturdays & Sundays. The weekly offs will be scheduled on any two weekdays.

Minimum Qualifications

• 1 to 2 years of problem solving in a technical environment.

• Experience with customer support activities with sensitivity to customer needs and expectations.

• Professional written interpersonal and communication skills.

• Strong problem-solving and analytical skills with strong attention to detail required . Technical proficiency using and trouble-shooting software.

• Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.

• Ability to work within well-defined processes and collaborate to ensure processes are relevant and effective.

• Ability to work well with others in team-oriented environment.

• Personal ownership of professional development.

• Proficiency in Microsoft Windows, Microsoft Office, and expertise with web-based applications.

• Any three-year degree program.

• Exposure of US Healthcare Industry Knowledge (Preferred)

Note: The role requires operational work during US business hours (India night shift). Additionally, it will involve covering the Saturday and Sunday shifts.