POSITION REQUIREMENT:

* BCA/MCA or any other relevant bachelor’s degree or Diploma in IT, EC & Communication, business administration, Marketing and Sales

* 2 years + experience in customer support and client communication

*Must have: Excellent verbal and written communication skills. Excellent English proficiency and ability to communicate clearly and fluently with the clients and Customer Success Representatives based in US and technical support and onboarding teams based in India offices

*Strong problem-solving, critical and analytical skills. Should have Independent judgment, initiative and ability to evaluate and analyze data and make recommendations.

*Willing to work in evening and night shifts as per business requirements

*Great team player and coordination

*Preferred skills: Experience using help desk software (Salesforce) and remote support tools (MS Office, SQL server)

 POSITION RESPONSIBILITIES:

*Maintain high customer satisfaction with a primary focus on providing the best customer support

*Interact with clients via phone, email, chat, proficiently and effectively to assist them with system functionalities

*Collaborate with the CSRs/Users and technical team for effective client onboarding and support

*Track, follow-up and ensure that the customer’s outstanding issues are resolved effectively and in a timely manner

*Coordinate support ticket prioritization, product enhancement

*Quickly identify when issues are more complex (and when there is a client escalation), gather appropriate information to triage to a senior member of the product analysis team to resolve and ensure effective communication with the client and resolution of the issue.

*Analyze user issues/requests, observe trends and data and come up with feasible solutions and ideas for process improvement and better client support. Liaise with other domain/hub coordinators for addressing and resolving common issues and explore best practices/long-term solutions.

*Prepare documentation and reports on routine customer correspondence and client escalations (RCA) for future reference purpose

*Have In-dept knowledge about the product (System Navigation), Domain (Allied healthcare), help desk software (Salesforce) and other related and required tools and system.

*Contribute effectively in UAT during sprint release.

Function: Product Support and Onboarding