Product Support Engineer Jobs Opening in ITech Workshop Private Limited at Domlur, Bangalore
Job Description
Summary:
As a Production Support Engineer you will be required to learn Suite of healthcare products within a reasonable period.
Product Support is provided using email and online web tools at this time and possibly using online chat and phone in the future.
You will be on probation as a trainee for 6 or more months before you become a full-fledged Support Engineer.
This position requires good communication skills including verbal and written, aptitude & analytical skills, technical abilities including basic SQL. script languages, ability to create batch files is a plus.
Knowing Windows operating system basics is a plus.
Essential Duties and Responsibilities include the following (other duties may be assigned.)
· Provide first, second (L1 & L2) product support via email & online web tools.
· Open and handle multiple support tickets daily.
· Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner.
· Any third tier (L3) issues must be ticketed for another team to handle
· Open tickets must be followed-up and closed in a timely manner.
· Communication on customer tickets in a timely manner is a MUST.
· Interacting with 3rd party vendors such as Clearinghouses, Vendors and Payers in resolving issues.
· Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets;
· Develop Product Knowledge base (KB) to use internally and a FAQ;
· Should have good analytical skills and problem-solving skills. Perform other related duties as assigned.
· Access the customer specific servers as part of any issues being reported or as part of any S.O.P