Allscripts(India) LLP, ultimately a subsidiary of Altera Dig...
Location
Pune | India
Job description
Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
Possesses sound knowledge of organizations products
Follows all Standard Operating Procedures SOP s (i.e. Patient Safety and Compliance)
Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
Leverages common industry tools used for OS, SQL, Networking.
Tracks and documents inbound support requests and ensures proper notation of client problems or issues
Documents problems and solutions to train lower-level support on how to properly address client or product problems
Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
Assists field technicians who are troubleshooting problems or repairing product.
Achieves established support goals
Stays abreast of current technology in products, design changes, and new products offered
Works directly with clients on less complex issues requiring basic product knowledge and basic troubleshooting skills
Works directly with mentor on skill development to build towards independence
Knows when to escalate to the next tier level
Participates in Quality Processes
An Ideal Candidate will have:
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