Senior Associate - Technical Support

Job Description:

Application/Technical Support

Provide first line technical supporttalking to clients and computer users to determine the nature of
problemsAnswer queries promptly, professionally and knowledgeably on the
phone/email/ChatMaintain polite, professional attitude to all clientsInstalling and configuring applications, software, systems,
networks, printers and scannersinvestigating, diagnosing and solving computer software and
hardware faultsLog all calls received on Salesforce accurately, efficiently and
completelyInteract with internal teams and external 3rd party vendors to
trouble shoot and resolve complex problemsProvide timely updates to clients on existing queries.Manage and take ownership of the resolution process for all
customer related issuesEnsure the provision of consistently reliable and professional
service by utilizing in depth technical and product knowledge and diagnostic
skillsDevelop expertise in the tools/Applications of client products
that will lead to shorter resolution times.Escalate issues across business technical divisions expediting
solutions to complex client queries and provide end to end ownership of client
issuesUndertake proactive calling to ensure customer satisfaction levelsProactively monitor team and make adjustments to meet optimum
performance levels and advocate consistently maintained proceduresAchieve individual & team desk targetsMaintain good working relationships with internal departments as
well as 3rd party vendorsDemonstration of ownership of problems

Personal Qualities

Strong customer service and support focus with a desire to deliver
a high quality serviceSelf-motivated and highly professional with ability to lead and
take ownership and responsibilityAbility to multi-task, work under pressure and to tight deadlinesA desire to learn and improve skills and knowledgeLogical approach to problem solvingFast learner, energetic and enthusiasticAdaptable and flexible to business demandsStrong organizational and planning skillsPositive ‘can-do’ attitudeTeam player

Functional Skills and Experiences

Experience working in technical support processGood communication skills (verbal & Written)2+ years’ experience in Application/Technical supportExtensive problem solving and troubleshooting skillsAbility to independently apply production upgrades and support the
products and technologiesExperience in providing services to agreed SLA’sExcellent interpersonal and communication skillsFlexible in working outside of core business hours at short-notice

Technical Skills and Experiences

OS: -Win 2003/2008 servers, Linux/UnixDatabase: - DB2/Oracle, should be very good at SQL queriesNetworking and hardware troubleshootingKnowledge of HL7/DICOM will be a PlusAnalyzing and understanding application/Eventviewer/Network logsExperience troubleshooting medical domain application(RIS) will be
a PlusTools ( Webex/Goto Assist/WireShark)

Documentation

Ensure incidents and problems are up-to-dateEnsure all technical and non-technical documentation is up-to-dateContribute to management reports