Job Description

A Product Support Engineer is responsible for maintaining healthy relationships with customers to meet their immediate objectives through accurate solutioning and timely ticket delivery. It is imperative for the support representative to understand, support, solve customer requests and incidents to enhance overall customer experience. The person must possess high energy and be self-motivated to see items through, empathize with customer issues and provide workarounds when feasible. Use internal tools to manage and deliver service requests, QC and deploy changes to production environment.

Knowing customer's domain, workflows and usage of the product will be a key differentiator for being successful. Be answerable to the customer directly and be motivated by the success of solving customer needs.

Responsibilities

Provide first-level support to users by responding to inquiries, service requests and issues.

Maintain detailed records of the request/issue in the ticketing tool with resolutions details.

Monitor and own all tickets and take them to closer to customer's satisfaction

Understand customer's workflow to provide appropriate solutions and timely deliveries

Ensure high levels of quality through hand-on testing and quality control

Escalate complex or delayed issues. Work across different functions in the organization to get resolutions

Be a trusted partner to the customer and be a single point of contact for their needs related to the ticket

Willingness to proactively and constantly learn, adapt to new product features and ability to support multiple products

Report repetitive issues for detailed analysis and permanent fixes

Participate in requirement rollout for providing constructive feedback and better understanding of the product, requirements and customer needs.

Train customers on enhancements to better their efficiency

Provide Root Cause Analysis, preventive action and impact analysis to the customer and when needed to internal stakeholders.

SkillsKPICustomer EngagementProblem Solving & TroubleshootingDomain & Product UnderstandingFind solutions by connecting the dotshealthcare-specific applications knowledge.Training and Demonstration of productsLearning and Usage of Technical Support ToolsTime ManagementDocumentation skillsCustomer SatisfactionQuality of overall deliverables/ serviceRevenue Increase/ DecreaseResponse TimeProductivity and Quality

Job Type: Full-time

Pay: ?25,000.00 - ?40,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person