Contractor- Product/Application Support, WFO, Pune

Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

Veradigm

Veradigm is here to transform health, insightfully. Veradigm delivers a unique combination of point-of-care clinical and financial solutions, a commitment to open interoperability, a large and diverse healthcare provider footprint, along with industry proven expert insights. We are dedicated to simplifying the complicated healthcare system with next-generation technology and solutions, transforming healthcare from the point-of-patient care to everyday life.

For more information, please explore www.veradigm.com.

How you will make an impact:

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.

Key Responsibilities:

• Diagnoses and resolves client application questions or problems over the telephone/Internet 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

• Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design

• Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy

• Works directly with clients requiring basic product knowledge and basic troubleshooting skills

• Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis

• Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the clients

• Assists field technicians who are troubleshooting problems or repairing product.

• Works directly with mentor on skill development to build towards independence

• Knows when to escalate to the next tier level

• Participates in quality processes

Who You Are

Benefits

Veradigm believes in empowering our associates with tools and flexibility to bring the best version of themselves to work. Through our generous benefits package with an emphasis on work/life balance, we give our employees the opportunity to allow their careers to flourish.

• Quarterly Company-Wide Recharge Days

• Flexible Work Environment (Hybrid)

• Peer-based incentive “Cheer” awards

• Tuition Reimbursement Program

To know more about the benefits and culture at Veradigm, please visit the links mentioned below: -

https://veradigm.com/about-veradigm/careers/benefits/

https://veradigm.com/about-veradigm/careers/culture/

We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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