Role & responsibilities Provide first, second and third tier (L1, L2, L3) product support via email & online web tools. Open and handle multiple support tickets daily. Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner. Any third tier (level-3) issues must be ticketed and prioritized along with the development analysis team. Open tickets must be followed-up and closed in a timely manner. Write and communicate on customer tickets in a timely manner is a MUST. Access the customer specific servers as part of any issues being reported or as part of any S.O.P Interacting with 3rd party vendors such as Clearinghouses, Vendors and Payers in resolving issues. Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets; Develop Product Knowledge base to use internally and a FAQ; Attend payer calls, Clearing house calls and any support calls. Should have good analytical skills and problem-solving skills. Perform other related duties as assigned. Preferred candidate profile Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering). 2 to 4 years of related work experience required. Previous product support experience from an EMR / PMS / Medical Billing / RCM company / Healthcare industry is a plus. Willing to work in US Shift (6:30 PM to 3:30 AM). Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools and phone; ability to mentor and assign and manage tasks for others. Strong working knowledge of Microsoft Office and Outlook, Internet is a must. Working knowledge of Database programming (SQL scripts), any interactive SQL tool to access database tables and MS Excel analytics is a must. Working knowledge of Windows Server, Application Server (JBOSS, WildFly), DBMS (PostgreSQL) & knowledge of SOAP, XML, JSON is added advantage. Working knowledge of one or more Medical Billing / Practice Management System (PMS) / Electronic Medical Records (EMR) software is a plus.
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