The primary duties of the Product Support Consultant involve delivering exceptional end-user support, particularly to high-revenue clients, while employing a technical skill set that encompasses advanced troubleshooting. This position requires the ability to manage multiple priorities across various escalation channels, including incoming customer calls and emails, within a quick-paced virtual call center setting.

- Responds to customer product inquiries via inbound calls or in written, internet-based email.

- Respond quickly to requests for assistance in specialty areas via all standard channels.
- Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instructions to the customer.
- Work performed must be fully documented in the CRM tool.
- Resolves customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
- Interpersonal skills and technical product knowledge, and expertise are critical to responding to daily customer-centric activities.
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs, and alignment with team performance expectations.
- Work directly on issues at the direct supervisor's direction, which are suited for the skillset, or to provide elasticity to coworkers when needed.




- May address significant escalations at the direction of a lead or supervisor.
- This position may require knowledge of applicable data privacy practices and laws.
- All employees of NextGen are required to complete annual HIPAA and compliance training.
- All employees of NextGen are required to read and accept the code of conduct upon hire and annually thereafter.
- This role may have access to sensitive data to include PII and ePHI.

Qualifications

- Communication, Oral - Ability to communicate effectively with others using the spoken word.
- Communication, Written - Ability to communicate in writing clearly and concisely.
- Customer-Oriented - Ability to take care of the customers needs while following company procedures
- Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
- Innovative - Ability to look beyond the standard solutions.
- Judgment - The ability to formulate a sound decision using the available information. Take constructive criticism and feedback from management and/or customers.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
- Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Change management - ability to evolve with changing technology, process, and business solutions.
- Availability – Ability to work overnight shifts that align with US office hours.

📌 Product Support Consultant (Bengaluru)
🏢 NextGen Healthcare
📍 Bengaluru