Product Support Engineer with 2 to 3 yrs experience

Summary : As a Production Support Engineer you will be required to learn iTech’s expEDIum Suite of healthcare products within a reasonable period. Support is provided using email and online web tools at this time and possibly using online chat and phone in the future.

This position requires well rounded product support experience of 2 to 3 years. Further it requires good multitasking, mentoring, ability to assign and manage tasks for others and communication (written and oral) skills.

Essential Duties and Responsibilities include the following (other duties may be assigned.)

• Provide first, second and third tier (L1, L2, L3) product support via email & online web tools.
• Open and handle multiple support tickets daily.
• Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner.
• Any third tier (level-3) issues must be ticketed and prioritized along with the development analysis team.
• Open tickets must be followed-up and closed in a timely manner.
• Write and communicate on customer tickets in a timely manner is a MUST.
• Access the customer specific servers as part of any issues being reported or as part of any S.O.P
• Interacting with 3rd party vendors such as Clearinghouses, Vendors and Payers in resolving issues.
• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets;
• Develop Product Knowledge base to use internally and a FAQ;
• Attend payer calls, Clearing house calls and any support calls.
• Should have good analytical skills and problem-solving skills. Perform other related duties as assigned.

Qualifications :

Company Description : iTech Workshop is a Bangalore based Software Products Company that has Medical Billing + Revenue Cycle Management (RCM) + Practice Management System (PMS) products with over 6500 users, 2500 doctors from the USA using their products and reaching over 3000 doctors in the next 12 months. Check out our websites at www.expedium.net for more details on our products, services and clients.