Application Specialist

Skills: Trouble Shooting, Problem Solving, Software Support, Level 1 Support, Excellent English Communication Skills
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Role type

Full-Time

Location

Ahmedabad - Offsite

Experience

2 Years

Product Area

EHR, PMS, HIS

Job Description

We are currently seeking a Software Application Support/Technical Support Professional. The role entails two peimary responsibilities(a) Troubleshooting and(b) Problem-solving. Typically, our customers reach out to us by either entering a ticket in our web-based issue tracking system or contacting our Call Center. Our Tech Support Manager will assign tickets to Application Specialists and route phone calls to you based on your training and certifications.

The intial aspect of the job will involves comprehending a customer’s complaint and conducting a thorough analysis to pinpoint the exact peoblem. This process, known as troubleshooting, requires proficiency and may take time to achieve. It’s essential to note that not everyone can excel in this role without becoming highly skilled at troubleshooting.

The subsequent aspect of the job involves collaborating with our engineering and professional services team to determine the most suitable solution for the identified problem. This is referred to as problem-solving.

You will undergo training on our software application to deliver prompt support to our customers.

Key Responsibilities

  • Learn the product and provide application support to customers, channel partners etc.
  • Trouble shoot the issues logged by customers through our online ticketing system, emails, or any other source as part of L1 support.
  • Resolve the issues as part of L1 process and promptly escalate the issues to L2 and L3 as required.
  • Work with our product development and professional services team to understand the concerns and address them promptly.
  • Develop customer relationships through professional, dependable, and accurate interactions.
  • Record and manage best practice resolutions for company’s self-service knowledge base.
  • Participate in user acceptance testing if required.

Skills & Qualifications

  • Must have hands on experience of at least 2 years in software support.
  • Willing to work in US shifts on rotational basis to support global clientèle.
  • Should have excellent English communication skills, written and oral.
  • Excellent listening abilities including understanding user accents and the concerns being reported.
  • Good at analytical and logical reasoning to identify the issue and resolve issues.
  • Must be prompt in attending calls and making follow-up calls to the customers as required.
  • Ability to interface directly with cross-functional teams.
  • Highly motivated, self-directed, capable of multi-tasking, and able to work with minimal supervision.
  • High level of proficiency with Microsoft Office productivity suite.
  • Must maintain “Customer first” attitude.
  • Any graduate or postgraduate, preferably in Computers/IT.

Additional Skills

  • Understanding of the US healthcare industry.

Please complete below form to apply for the position

Equal Opportunity Statement

AssureCare® is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship. AssureCare® makes hiring decisions based solely on qualifications, merit, and business needs at the time. Furthermore, the Company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.