We have requirement with our client All Script for L2 Technical Support Consultant for Pune location.
Please find the requirement details as below.
Role: L2 Technical Support Consultant
Purpose of the Role: Assists the Allscripts Support Group in providing 2nd level customer service to clients through research and resolution of support cases and communicating solutions to internal and external customers.
Description: Support Consultant role to provide world-class service to Allscripts clients who have application questions or issues, while meeting performance metrics, including response, resolution, and quality. The support consultant should resolve or be accountable for resolution of these and any related issues. Also, assist other departments with questions or issues that need a resolution.
Job Requirements:
Responsibilities:
Analyze application and technical cases and provide a resolution in accordance with agreed customer metrics, with a goal of first touch resolution to ensure customer satisfaction (i.e. within service levels)*
Solid analytical, multitasking and troubleshooting skills*
Maintain status of problem resolution and update customer on resolution status.*
Demonstrate accountability and ownership of client issues using the pre-determined priority order to assure that the most urgent calls are responded to first.*
Regular up-to-date accurate information is recorded in the call logging system.*
Document known issues and solutions and ensure adequate internal communication of problem resolutions.*
Research, using all available tools, including knowledge base, and data test as needed to assist in resolving client issues.*
Read distributed documentation regarding application and hardware* changes and enhancements in order to be able to provide current information to clients.
Demonstrates excellent customer service skills, empathy, concern, and sense of urgency when working with Allscripts clients*
Demonstrates strong command of the English language, including excellent English conversational skills* & excellent written communication skills
Ability to work independently and in a team oriented environment*
Ability to work in Pune office*
Ability to work 8-hour shifts during US daytime hours (7 AM to 9 PM EST)*
Must communicate directly with US Customers; ability to handle and diffuse difficult conversations with internal and external customers using tact and etiquette*
o Convey customer feedback to management in a timely manner
Adhere to existing site location policies and procedures.*
Adhere to the Support Operations Case Handling Standard Operating Procedures (SOP) and the* department Support Case Flow SOP.
Academic and professional qualifications
Baccalaureate or Graduate degree required; degree in Business, Computer Science, or Healthcare preferred, or other relevant combination of training and experience*
Technology exposure-
Technical Product (Application) Support, Windows Server 2003 with good communication skills.*
Just Windows Server 2003 (System Admin) with good communication skills.*
Experience
At least 2 years of work experience as a customer service representative on a help desk is preferred with a US-based company*
Background/knowledge of US Healthcare procedures and regulations preferred*
Familiarity with Healthcare IT solutions and medical office environments preferred*
Training
All tests, quizzes and exams require a passing score of 85 or higher*
Testing materials, answers and scores are confidential and must not be shared with other* individuals (employees or otherwise) unless being addressed in a team setting led by the Team Lead, Manager or Trainer.
In case if you are interested, please send me your updated profile in word format.
Thanks And Regards,
Navneeta
