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Job Discription
Technical Support Analyst
JOB DESCRIPTION
Providing technical support to US Healthcare clients (EHR, EMR) via E-Mail, phone, and other electronic mediums.
Talking to clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
Deploying software, utility upgrades, applications
Logging client queries using service management tools to record each & every query
Detect, record, and classify the incidents & provide initial incident support
Investigate, prioritize and diagnose the incidence based on impact & urgency
Resolve incidents and recover service as per agreed service levels & close the incidents
Maintain ownership, monitoring, tracking & communications about incidents
Provide management information about Incident Management quality and operations
Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers.
Skills:
Able to work independently and efficiently to meet deadlines.
Able to promptly answer support-related emails, phone calls, and other electronic communications.
Self-motivated, detail-oriented, and organized.
Experience with hardware and software issues.
Proficient in Internet-related applications such as E-Mail clients, FTP clients, and Web Browsers.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
