About the job
This role is responsible for the first level of technical, product usage, and market administration support. This role will heavily rely on client inbound support, as well as communication through our support cases. As the initial point of contact, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving configuration and technical issues, executing configuration changes, assisting with product navigation, and escalating issues as required. Through your experience as an Analyst, you’ll be exposed to different aspects of technical support, product configuration, and client management. We are looking for someone who is a strong problem solver, detail-oriented, comfortable in a fast-paced environment, and has experience working with internal and external customers. This position will provide you with a strong foundation of skills and capabilities to grow your career in our Product Support stream.
Responsibilities
- Provide an outstanding experience to customers throughout the support process
- Act as a team player and support the existing client base.
- Execute define processes as well as work on support requests and incidents.
- Troubleshoot by using required tools and checklist resources to properly understand and problem solve issues being reported
- Effectively document and gather information about all reported issues and escalate whenever required.
- Manage multiple avenues of support requests including telephone, e-mail, client portal, and live chat
Qualifications and Skills
- University degree or college diploma, ideally in Computer Science, Engineering, or a related technical field
- Good Analytical and problem-solving skill
- 2-5 years of experience in a technical or customer support role
- Willingness to work in Rotational & 24*7 shift
- Comfortable working in a Windows environment
- Superior communication and interpersonal skills
- Willingness to learn message transformation and exchange between disparate systems
- Ability to prioritize multiple demands in a fast-paced and dynamic environment
Who we are:
Rayden Interactive, has been founded in 2010, to enhance patient experience, create new benchmarks of healthcare service, and ease millions of human-medicine interfaces everyday through an honest, creative and human-centric approach. We provide services related to UI/UX Designing and Development, Market Research, Product Support and more. The idea is to create demand by building efficient technology solutions and smooth customer experience. At Ri, we believe in nurturing the spirit of collaboration and companionship to help each other.
We champion our people, they champion us –
Rayden Interactive – www.raydeninteractive.com
Phreesia – www.phreesia.com