Support Analyst

• Providing technical support to US Healthcare clients (EHR, EMR) via E-Mail, phone, and other electronic mediums.  
• Talking clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
• Work with the internal teams and the clients to take follow up of the incidents and get the things done.
• 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.  

Skills:

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.  
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support-related emails, phone calls, and other electronic communications.
• Self-motivated, detail-oriented, and organized.
• Experience with hardware and software issues.
• Proficient in Internet-related applications such as EMail clients, FTP clients, and Web Browsers.