Application Support Engineer

CorroHealth Infotech; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

CorroHealth Infotech is seeking an Application Support Engineer to join our dynamic Client Support team. You will assist US-based users of our Healthcare EHR application, resolving issues and delivering exceptional service to healthcare and IT professionals.

Responsibilities include troubleshooting, documenting issues, and collaborating with technical teams to provide timely solutions while maintaining high customer satisfaction. Flexibility for shifts is required as noted in the job description.

Qualifications

• Bachelor's degree in CS or related field or equivalent experience.
• 1+ years of technical troubleshooting experience.
• Proficiency with help desk software and ticketing systems.
• Experience with Microsoft SQL Server 2014/2017 environments.
• Strong communication skills (verbal and written).

Responsibilities

• Provide prompt and efficient support to end-users of Healthcare EHR applications via multiple channels.
• Troubleshoot, diagnose, and resolve clinical and technical issues.
• Support Desktop and Web-based applications.
• Document and track user issues in a ticketing system for fast resolutions.
• Collaborate with internal teams to resolve complex issues and keep users updated.

Skills

Communication

Customer service

Documentation

Troubleshooting

Teamwork

Flexibility

Verbal & written communication

Education

Bachelors in CS or related field

Tools

Ticketing software

RDS/RDP

SQL Server 2014/2017

XML

JavaScript

PowerShell

Job description

About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals.

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member's performance objectives as outlined by the Team Member's immediate Leadership Team Member.

Application Support Engineer

Job Overview: We are seeking dedicated and customer-focused Application Support Engineer to join our dynamic team, providing essential support for US based users of our Healthcare Electronic Health Record (EHR) application. As a vital member of our Client Support team, you will play a crucial role in ensuring the seamless operation of our EHR software, resolving user issues, and delivering exceptional customer service to healthcare and IT professionals.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide prompt and efficient support to end-users of Healthcare EHR applications via various communication channels, including phone, email, and web.
• Provide support to end users by troubleshooting, diagnosing, and resolving clinical and technical issues.
• Provide support to Desktop and Web-based applications.
• Document and track user issues using a ticketing system, ensuring accurate and detailed information for efficient problem resolution.
• Collaborate with internal technical teams to elevate and resolve complex issues, ensuring timely and effective solutions.
• Communicate with users in a clear, professional, and empathetic manner, understanding the urgency and sensitivity of healthcare-related issues.
• Keep users informed about the status of their reported issues and provide regular updates until resolution.
• Maintain up to date understanding of the Healthcare EHR application, staying informed about updates, new features, and enhancements.
• Create and update knowledge base articles and documentation.
• Must be flexible to work various shifts and open to daytime, evenings, weekends, or holidays.
• Maintain an excellent customer satisfaction standard.
• Actively participate in Company provided training and education.

Align conduct with the Company's Code of Ethics and Business Conduct and support the Company's Ethics and Compliance Program

Ensure individual compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree in computer science or related field or equivalent experience
• Proven experience in a client support or help desk role; Healthcare IT experience is a plus.
• 1+ years of technical troubleshooting experience
• Proficiency in using help desk software and ticketing systems.
• Ensure proper documentation for each interaction and elevate when necessary.
• Excellent communication skills (verbal and written). Ability to convey technical information to non-technical users in a clear and understandable manner.
• Ability to manage high priority technical issues and their associated communications with patience and professionalism.
• Strong commitment to providing exceptional customer service and ensuring client satisfaction.
• 2+ years of Client support experience in a Microsoft environment that includes Windows 2012 and Windows 2016
• Experience with Desktop Remote Control tools (i.e., RDS, RDP and Screen Sharing)
• Experience with: Microsoft SQL Server 2014, 2017 environments.
• Strong troubleshooting skills and in-depth knowledge of Microsoft technologies
• Experience with: XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, Azure technologies.

PHYSICAL DEMANDS

Must be able to communicate effectively with clients and team members, both verbally and written. While performing the duties of this job, the employee will be frequently required to stand and sit for long periods of time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities

Note: Reasonable accommodations may be made to enable individuals with disabilities