Client Support Specialist-3

2 weeks ago

Hyderabad, India Zelis Full time
Working directly with Product, Data and Engineering teams to identify and implement fixes to customer issues and prioritizing related requests. Leveraging your knowledge to help partners get over technical hurdles while expanding their use of Sapphire Digital’s platforms. Managing a workload of defects for multiple clients and providing timely status via written communication and by hosting weekly client status calls. Acting as a Major Incident Lead (MIL) during production level incidents impacting clients. Providing monthly reports to clients on their Service Level Agreements (SLA) Researching and responding to client inquiries in a timely, thorough, and accurate manner. Escalating issues as appropriate with thorough and accurate documentation. Providing reporting trends and insights based on reported defects and incidents. Maintaining & continuously evolving your technical skills and knowledge to meet the needs of an evolving platform of applications.

Ideal availability / 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.

Experience, Qualifications, Knowledge, and Skills

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 an 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 the 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 big 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.

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