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Product Support Analyst



IT, Product, Customer Service
Hyderabad, Telangana, India
Posted on Friday, February 16, 2024

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

Provide solutions to customer’s questions and problems as well as any anticipated issues related to the installation and use of Merative software products. Communicate accurate and timely information to the customer to meet or exceed expectations and Service Level Agreements (SLAs). Influence the content and quality of product software components and documentation. Utilize Salesforce customer relationship management system, telephone, and email to communicate with the customer to provide accurate and timely issue resolution. Apply standard operating procedures to customer interactions and interaction with the Salesforce system.

Responsibilities and Expectations

· Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers’ expectations.

· Assume responsibility for all customer incidents; communicate status and expectations and escalate as needed to meet or exceed SLAs.

· Accurately document all support activity in the tracking system in a timely manner.

· Propose improvements to products and processes (via knowledge base articles, support bulletins, etc.).

· Build productive cross-departmental relationships.

· Use and create knowledgebase articles based on new product information, support incidents, and common or critical issues.

· Analyse issues/requests related to our products and systems, which includes research, applying the appropriate fix, and work with the internal teams to ensure the issue is resolved and working as expected based on the requirements and guidelines.

· Identify, research, and analyze data errors or inconsistencies within the system.

· Actively participate in team meetings by providing feedback on current day-to-day activity and recommendations for improvement

· Offer alternative solutions where appropriate with the objective of retaining customers’ confidence in our products.

· Work with development teams to understand new products and services and ensure support requirements and constraints are enforced.

· Looking for candidates willing to work on Saturdays & Sundays. The weekly offs will be scheduled on any two weekdays.

Minimum Qualifications

· 2+ years of problem solving in a technical environment.

· Experience with customer support activities with sensitivity to customer needs and expectations.

· Professional written interpersonal and communication skills.

· Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using and trouble-shooting software.

· Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.

· Ability to work within well-defined processes and collaborate to ensure processes are relevant and effective.

· Ability to work well with others in team-oriented environment.

· Personal ownership of professional development.

· Proficiency in Microsoft Windows, Microsoft Office, and expertise with web-based applications.

· Any three-year degree program.

· Exposure of US Healthcare Industry Knowledge (Preferred)

Note: The role requires operational work during US business hours (India night shift). Additionally, it will involve covering the Saturday and Sunday shifts.

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.