Product Support Consuitanat Iii-mcs

2 weeks ago

Bengaluru, India NextGen Healthcare Full time

**Job Summary**

**NextGen Managed Cloud Services (MCS)** makes it easier to manage change, save money, and focus on more important things. You focus on care and outcomes; we'll proactively manage your IT systems. At less cost. And in a more efficient way that also optimizes technology, usability, and uptime. Plus, it's scalable to adjust quickly to your needs, challenges, and goals.

Managed Cloud Services (MCS) consists of multiple teams that built to host NextGen Enterprise, QSI Dental Web, Connected Health, and our many other products that work within, next to, or outside those platforms. Our primary goal is to provide a secure, stable, and high performing environment for our clients.

The MCS team has continued to work at full capacity and offer standard support. We continue to support over 600 (and growing) hosted customers with success across the nation.

You will be a part of **Helpdesk Level 1 support team (HD1)** which comes under MCS sub-function within Professional Services function (PS). This job provides engineering support to customers, customer support personnel and field support staff on systems and product issues. Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix.

**Minimum Knowledge and Skills**:

- Total IT experience between 2-3 years with a degree in Computer Science/Information Technology or equivalent
- At least 1-2 years of hands on experience in Windows Server troubleshooting, Active directory & User Management
- Knowledge on Windows Server 2012, 2016, configuring multiple users remote access on those servers.
- At least 1 year working knowledge of monitoring tools like SolarWinds, Sumo Logic, Nagios etc.,
- Providing excellent customer service support to Global customers during every single interaction
- Interaction with Global Customers Should Have Understanding Skills of International Customers**
- Knowledge in Disk space/Storage solutions, Task Manager, PerfMon, SysMon
- Knowledge in Printing, Drivers, Spooler Etc.
- Excellent communication and reasoning skills, Team Chemistry and Soft Skills
- Logical thinker, Good analytical and problem-solving skills
- Working knowledge of ticketing tools like Salesforce, ServiceNow etc.,
- **Should have worked or willing to work in India night shift timings (supporting US Eastern timezone)**

**Responsibilities**:

- **Mandatory night shift - IST covering 8:30 AM to 8:30 PM Eastern time**
- Responsible for managing work requests, incidents or tickets assigned
- Stay current on all key support topics, including product knowledge and required technical and customer support skills. Meet and exceed all expectations (CSAT of minimum 4.8 on 5.0).
- Work directly with clients to assist in resolving their issues. This includes calling clients to collect additional information, discuss possible solutions, and to confirm the issue has been resolved.
- Document all analysis and actions for all support calls you have assisted with. This data is used by management to determine resource requirements and allocations, client training curriculum and other factors critical to company's operation.

**Education & Experience**:

- **Required**:

- Degree in Computer Science/Technology Degree
- 2-3 years of experience in the Customer support industry
- **Preferred**:
***
- Microsoft Certifications, MCP, MCSA
- AWS CCP or any AWS certification

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