Client Support Specialist-3

1 week ago

Hyderabad, Telangana, India Zelis Full time

Job Summary

We are seeking a highly skilled Client Support Specialist to join our team at Zelis. As a Client Support Specialist, you will be responsible for providing top-notch support to our clients, working closely with our Product, Data, and Engineering teams to identify and implement fixes to customer issues.

Key Responsibilities

  • Manage a workload of defects for multiple clients and provide timely status updates via written communication and weekly client status calls.
  • Act as a Major Incident Lead (MIL) during production-level incidents impacting clients.
  • Provide monthly reports to clients on their Service Level Agreements (SLA).
  • Research and respond to client inquiries in a timely, thorough, and accurate manner.
  • Escalate issues as appropriate with thorough and accurate documentation.
  • Provide reporting trends and insights based on reported defects and incidents.
  • Maintain and continuously evolve your technical skills and knowledge to meet the needs of an evolving platform of applications.

Requirements

  • 2-3 years of experience in a Client Support role related to SAAS model web application support, providing L1/L2 support investigating and troubleshooting application defects.
  • Previous experience and competency as a Major Incident Lead, managing outages or incidents impacting performance of production-level environments with external client resources.
  • Availability to take part in an on-call rotation for off-hours support of Critical/High defects or incidents.
  • Excellent written and verbal communication skills with the ability to speak and present technical analysis to non-technical client resources.
  • Ability to establish and maintain relationships with our clients and their management to stay current with their environment and needs, as well as with internal teams needed to support client issues.
  • Strong time management skills are necessary. Organizational skills and attention to details, ability to manage work independently.
  • Experience in defect trend analysis and in the reporting of metrics based on support tickets. Ability to use spreadsheet/database tools to create reporting. PowerBI experience is a plus.
  • Familiarity with the following technologies: Github, JIRA, Datadog, SQL querying, Solr search platform, Chatops, Chrome DevTools is a plus.
  • Experience in Healthcare technology and/or familiarity with Medical Benefits transactions (270/271) or medical procedure cost estimation is a big plus.
  • Bachelor's degree (B.A./B.S.) from four-year college or university in a related field, or relevant experience and success in a similar role through previous work.

Working Hours

9AM – 5PM EST, in order to align to our client's business schedules for meetings, and to best align with internal teams/resources needed to address production defects which is the primary objective.

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