Product Support Analyst

Reports To: Director of Product Support.

A Product Support Analyst is responsible for supporting our US customers in using our healthcare EHR solutions. They provide intermediate technical direction and assistance to customers regarding the use of the products and facilitate customer support. Responsibilities include responding to technical product questions, troubleshooting/analyzing cases and classifying them into different categories, and working with Product Management & Engineering teams to rectify cases.

Main Responsibilities:​

• Develop a deep understanding of our Home Health Care product, ensure consistent personal development and understanding of company products and services.

• Support our US customers by responding to cases predominantly through voice interaction, email, and tickets.

• Identify, investigate and diagnose any bugs and work closely with the Product and Engineering teams to rectify any cases.

• Develop and maintain customer relationships ensuring expectations are met, issues are resolved and satisfaction is guaranteed.

• Follows the ticket life cycle as defined by the process of logging the ticket with appropriate priority, categorization and documentation, as well as perform follow-up on all necessary tickets as defined in process with Customer and Development team to ensure timely closure.

• Understand customer requirements and translate them into user stories with clear and detailed explanations for the Product Management and Engineering teams.

Support Hours:

US Shift (Between 6pm to 6am IST)

Requirements

• BE or MBA with 0-3 years of experience supporting enterprise systems.

• Experience with handling international customers (Preferably US)

• Experience as a Business/Technical Support Analyst

• Excellent verbal and written communication as well as analysis skills

• Ability to translate product issues into tickets for engineers to work on

• Interpersonal and communications skills, including the ability to present and explain technical information to non-technical audiences

• Time-management, organization, and critical thinking skills

• Aptitude - ability to learn and institute new concepts