Immediate requirement For Product Support @ Global Healthcare Chennai!

Greetings from Global Healthcare!!

Job description Position Summary

The Tier I Software Support Analyst offers initial software assistance to customers and users of Claimocitys software platform. This position is dedicated to cultivating a positive customer experience by establishing trust and serving as a dependable point of contact for training, inquiries, and concerns. The Software Support Analyst is an engaging individual with a passion for assisting users and has a natural inclination towards problem-solving

Work Location : Velachery

Shift : Night

Work Mode : Office

Responsibilities

• Act as a subject matter expert on the Claimocity application; understanding its functionalities related to medical provider charting, coding and medical billing.
• Communicate with clients, data partners and internal stakeholders through various contact channels (phone, chat, text, email, CRM) to address queries about the Claimocity application.
• Receive, manage, and resolve customer support tickets promptly in HubSpot CRM; appropriately document, escalate, and redirect issues to the relevant resources.
• Deliver timely and professional customer communication and follow-up.
• Document and propose software improvement suggestions; communicate with requestors and stakeholders.
• Conduct software training sessions for providers via webinars and one-on-one sessions.
• Develop training support materials such as how-to guides, videos, and help articles for customer use.
• Set up new provider accounts, manage provider privileges and settings, troubleshoot provider access issues, and offer user support during onboarding to facilitate software adoption.
• Setup and configure new facilities as requested by customers.
• Participate in product launches, feature releases and software testing, offering user feedback.
• Perform additional duties as necessary.

Preferred candidate profile

• 2+ years experience in software or technical support
• Secondary education and/or healthcare experience preferred
• Technical Aptitude: Basic understanding of computer systems, software applications, and troubleshooting methodologies.
• Customer Service Skills: Strong communication and interpersonal skills to interact with users professionally and effectively address their inquiries or issues.
• Problem-Solving Abilities: Capability to analyze simple technical problems, follow predefined troubleshooting steps, and provide appropriate solutions or escalate issues when necessary.
• Attention to Detail: Ability to accurately document user interactions, troubleshooting steps, and issue resolutions for future reference.
• Patience and Empathy: Capacity to remain patient and empathetic when dealing with users who may be frustrated or inexperienced with technical issues.
• Team Collaboration: Willingness to collaborate with colleagues, escalate issues to higher support tiers, and share knowledge to improve overall support efficiency.
• Time Management: Basic organizational skills to prioritize tasks effectively and ensure timely resolution of user inquiries or issues.
• Adaptability: Ability to learn quickly and adapt to new software applications, tools, and processes as required.
• Customer Focus: Commitment to providing excellent customer service and ensuring user satisfaction with the support experience.
• Documentation Skills: Ability to accurately document user interactions, troubleshooting steps, and issue resolutions for knowledge sharing and training purposes.

Interested candidates can share your profile to the 9150064772 via Whatsapp and contact.

Regards

Global HR Team

9150064772