Tasks:
- Providing technical support to US Healthcare clients (EHR, EMR) via E-Mail, phone and other electronic medium.
- Talking clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
- Logging client queries using service management tools to record each & every query
- Detect, record and classify the incidents & provide initial incident support
- Investigate, prioritize and diagnose the incidence based on impact & urgency
- Resolve incidents and recover service as per agreed service levels & close the incidents
- Maintain ownership, monitoring, tracking & communications about incidents
- Provide management information about Incident Management quality and operations
- Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers.
Kindly note that this position requires working onsite in Ahmedabad.
