Senior Support Engineer

North Carolina

USA

Job Family

Support

Job Description (Posting).

Monitor the CSD queue. For eg: follow up on the open tickets, their resolution etcServe as the initial point of contact for clients via phone calls and chats, promptly addressing inquiries and requestsDocument interactions accurately in ticketing tool, escalate complex cases to next level or technical teams, collaborate with the healthcare team, and stay updated on medical trends to enhance client support processes.Ensure exceptional client experiences by displaying professionalism, patience, and a client-centric approachManage client interactions efficiently following established protocols, utilizing the hospital's knowledge base for relevant solutions.Prioritize the incident based on the incident log and customers.Provide on-call support for all clinical service requests like password reset, account unlock etc.Clarification on the application trainingIdentifying the issue; routing the tickets to the respective assignment groupsFor the VIP customers; if L1 team is unable to the resolve the issue then they will patch the L2 engineers on the call (1.) To troubleshoot and resolve tickets raised by the clients. (2.) To undertake training programs for new joinees (3.) To perform knowledge transition during project enhancements (4.) To document all the defined processes and the methods of resolving the ticket, troubleshooting, etc. (5.) To update self on latest technologies and related areas

No. of Positions

1

Skill (Primary)

Domain Competencies (APPS)-Bus. Process-Healthcare-Bus. Process-Healthcare

Employee Group

Business Line FT

Entity

CSW

Auto req ID

1460251BR

Expected Date of Closure

31-Oct-2024