Product Support Specialist

3 weeks ago

Bengaluru, India Integra Connect Full time

About IntegraConnect

Integra Connect delivers a comprehensive, integrated suite of cloud-based technologies

and services that enable specialty groups to optimize clinical and financial performance

as reimbursement shifts to value-based models. Connected by the IntegraCloud

platform, the company’s core applications span population health including care

management; advanced analytics; medication therapy management; specialty-specific

EHR; practice management; and revenue cycle management. All are designed to help

specialty practices transform operationally in adherence with complex regulations,

including MACRA program requirements. Integra Connect partners with large groups in

the U.S. focused on oncology and urology, as well as with other key healthcare

constituents, including emergency medical services firms, hospitalist groups and life

sciences companies.

Roles and Responsibilities:

• Field inbound phone and e-mail requests from Integra Cloud clients.

• Deliver an exceptional client experience by identifying and documenting client needs and issues: effectively applying problem solving techniques, educating clients and following issues through in a timely manner to a successful resolution.

• Follow established procedures and escalation paths for internal and external issue resolution while ensuring adherence to established SLAs.

• Follow established procedures and escalation paths for internal and external issue resolution while ensuring adherence to established SLAs.

• Develop and execute short-term actions to resolve complex client issues.

• Develop both new and existing online knowledge center documentation.

• Provide emergency on-call support during non-business hours.

• Work closely with other Product Support team members, including Product Owners, Product Delivery and EIS.

• Ability to work with and understand Client and vendor questions and needs

• Work with Developers and QA Team Members on research and effective solutions

Minimum requirements :

• 2-3 years of professional experience in Technical Support, preferably software or application support.

• Bachelor's degree in Computer Science, Information Technology, related technical degree or equivalent experience preferred.

• Excellent spoken and written communication skills.

• Working knowledge of Microsoft Windows products.

• Strong PC administration and troubleshooting skills.

• Experience with CRM software is preferred.

• Experience with ticket tracking and knowledge base software is preferred.

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