Product Support Consultant

NextGen Healthcare India; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

NextGen Healthcare India is seeking a Product Support Consultant to deliver excellent end-user support, especially to high-revenue clients, using advanced troubleshooting skills. You will handle multiple priorities across escalation channels in a fast-paced virtual call center.

Role requires documenting all work in the CRM, addressing installation and product-use concerns, and maintaining data privacy awareness as part of compliance training.

Qualifications

• Strong verbal and written communication abilities.
• Customer-focused approach with a prositive service mindset.
• Ability to reason logically and solve problems effectively.
• Adaptable thinker able to respond to changing conditions.

Responsibilities

• Respond to customer product inquiries via inbound calls or emails.
• Perform advanced troubleshooting and create custom solutions.
• Document software defects and provide customer instructions.
• Maintain thorough documentation in the CRM system.
• Resolve concerns during installation, operation, or product use.
• Manage support cases with proper etiquette and SLAs.
• Escalate as needed under supervision.

Skills

Oral communication

Written communication

Customer orientation

Deductive reasoning

Innovative thinking

Judgment

Problem solving

Systems analysis

Change management

Overnight availability

Job description

The primary duties of the Product Support Consultant involve delivering exceptional end-user support, particularly to high-revenue clients, while employing a technical skill set that encompasses advanced troubleshooting. This position requires the ability to manage multiple priorities across various escalation channels, including incoming customer calls and emails, within a fast-paced virtual call center setting.

Job Description

• Responds to customer product inquiries via inbound calls or in written, internet-based email.
• Respond quickly to requests for assistance in specialty areas via all standard channels.
• Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instructions to the customer.
• Work performed must be fully documented in the CRM tool.
• Resolves customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
• Interpersonal skills and technical product knowledge, and expertise are critical to responding to daily customer-centric activities.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs, and alignment with team performance expectations.
• Work directly on issues at the direct supervisor's direction, which are suited for the skillset, or to provide elasticity to coworkers when needed.
• May address significant escalations at the direction of a lead or supervisor.
• This position may require knowledge of applicable data privacy practices and laws.
• All employees of NextGen are required to complete annual HIPAA and compliance training.
• All employees of NextGen are required to read and accept the code of conduct upon hire and annually thereafter.
• This role may have access to sensitive data to include PII and ePHI.

Qualifications

• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer-Oriented - Ability to take care of the customers' needs while following company procedures
• Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Innovative - Ability to look beyond the standard solutions.
• Judgment - The ability to formulate a sound decision using the available information. Take constructive criticism and feedback from management and/or customers.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Change management - ability to evolve with changing technology, process, and business solutions.
• Availability - Ability to work overnight shifts that align with US office hours.