Clinisys Hiring for Support Engineer at Kolkata, West Bengal, India Full Time

Job Description

Essential responsibilities & duties

• Receives and responds to incoming client request via telephone, web, chat, and email
• Open to work in night shift must.
• Follows established Case Management Best Practices
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
• Researches and develops resolutions to customer issues
• Works independently to resolve most issues
• Manages and documents the resolution process while effectively communicating status with the client
• Actively partners with clients and internal resources (where needed) in issue resolution
• Maintains high Client Satisfaction (Net Promoter) Scores
• Stays current with product and industry updates and changes
• Identifies need to escalate complex or risk issues to appropriate senior staff
• Continually learns and expands knowledge of Sunquest applications, environments, and systems
• Creates and references knowledgebase articles
• Follows the Sunquest Quality Management System and regulatory standards including effective management of protected health information, personally identifiable information, and sensitive data
• Mentors and coaches less experienced peers
• On-call/holiday rotation(s) required
• Performs other duties and responsibilities as assigned

Knowledge, skills, abilities

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues

Required Experience

• Associate degree in technology or healthcare related field; or two years equivalent experience.
• Previous client/customer support experience

Preferred Experience

• Clinical laboratory experience or supporting health care information systems

• Customer facing candidates with experience in supporting highly technical environments, with technical certifications and/or training.
  • Examples:
    • Reading, interpreting and troubleshooting HL7 messages
    • Networking
    • Database administration
    • Java
    • Microsoft technologies
  • Productivity tools such as word processing and spreadsheet applications
  • Proficient typing skills

Experience

Required

• 3 – 5 years: 3 years to 5 years

Education

Required

• Bachelors or better

Behaviors

Required

• Enthusiastic: Shows intense and eager enjoyment and interest
• Functional Expert: Considered a thought leader on a subject
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Required

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization