JOB SUMMARY
• Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email).
• Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.
ESSENTIAL FUNCTIONS / MAJOR JOB RESPONSIBILITIES
• Possesses sound knowledge of organization's software products.
• Follows all Standard Operating Procedures (SOPs, i.e. Patient Safety and Compliance).
• Diagnoses and resolves client application questions or problems over the phone, email, and chat in the areas of product functionality, system configuration/setup and bugs/enhancements.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues.
• Documents problems and solutions to train lower-level support on how to properly address client or product problems.
• Maintains a log (current CRM) of issues and conveys client feedback regarding issues and collaborates with Tier 2, via problem record or issue case,
to improve on current design or to identify possible problems with design.
• Stays abreast of current software releases, design changes, and current software products offered.
• Works directly with clients on application issues requiring overall product knowledge and overall understanding of the healthcare business.
• Works independently, troubleshoots medium/high severity issues by obtaining pertinent information from clients and delivering resolution, or seeks help from team members; begins to focus on critical-level cases.
Knowledge, Skills and Abilities
• Knowledge of Veradigm Solutions and familiarity with the healthcare industry in general.
• Provides insight into what the solution should look like and how it should function when working properly.
• Demonstrates an understanding of product interconnectedness in providing business solutions.
• Responds to client requests for change and begins the Change Management Process while following the pro
📌 Support Consultant (Pune)
🏢 Veradigm
📍 Pune