Product Support Engineer

4 months ago

Bengaluru, India expEDIum Full time

Summary : As a Production Support Engineer you will be required to learn iTech’s expEDIum Suite of healthcare products within a reasonable period. Support is provided using email and online web tools at this time and possibly using online chat and phone in the future.


This position requires well rounded product support experience of 2 to 4 years. Further it requires good multitasking, mentoring, ability to assign and manage tasks for others and communication (written and oral) skills.


Essential Duties and Responsibilities include the following (other duties may be assigned.)

•Provide first, second and third tier (L1, L2, L3) 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 (level-3) issues must be ticketed and prioritized along with the development analysis team.

•Open tickets must be followed-up and closed in a timely manner.

•Write and communicate on customer tickets in a timely manner is a MUST.

•Access the customer specific servers as part of any issues being reported or as part of any S.O.P

•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 to use internally and a FAQ;

•Attend payer calls, Clearing house calls and any support calls.

•Should have good analytical skills and problem-solving skills. Perform other related duties as assigned.


Qualifications:

•Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering).

•2 to 4 years of related work experience required. Previous product support experience from an EMR / PMS / Medical Billing / RCM company / Healthcare industry is a plus.

•Willing to work in US Shift (6:30 PM to 3:30 AM).

•Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools and phone; ability to mentor and assign and manage tasks for others.

•Strong working knowledge of Microsoft Office and Outlook, Internet is a must.

•Working knowledge of Database programming (SQL scripts), any interactive SQL tool to access database tables and MS Excel analytics is a must.

•Working knowledge of Windows Server, Application Server (JBOSS, WildFly), DBMS (PostgreSQL) & knowledge of SOAP, XML, JSON is added advantage.

•Working knowledge of one or more Medical Billing / Practice Management System (PMS) / Electronic Medical Records (EMR) software is a plus.


Company Description : iTech Workshop is a Bangalore based Software Products Company that has Medical Billing + Revenue Cycle Management (RCM) + Practice Management System (PMS) products with over 6500 users, 2500 doctors from the USA using their products and reaching over 3000 doctors in the next 12 months. Check out our websites at for more details on our products, services and clients.

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