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Support Engineer

10.00 to 14.00 Years   Bangalore   05 Mar, 2020
Nuance Transcription Services India Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNetwork / System AdministrationGeneral / Other Software
EmploymentTypeFull-time

Job Description

Summary:

Support Engineer Surgical CAPD will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Actively contribute to ongoing process improvement. This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.

Principal duties and responsibilities:

  • Provide technical support via email, phone, and web ticket handling to external and internal customers.
  • Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
  • Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
  • Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within Service Newsletters, public/private knowledge base systems, product manuals, etc.
  • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
  • Manage the resolution of critical customer account issues.
  • Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
  • Availability for 24x7x365 staffing assignments (on- call) as required.
  • Other duties as assigned.

Knowledge, skills and qualifications

Education: Bachelors degree

Years of Experience: 2+ years of relevant experience in technical product support, HL7 interface development / integration / support.

Required Skills:

  • Excellent verbal and written communication skills.
  • Problem solving, strong application troubleshooting skills.
  • Must have hands on knowledge of HL7 interfaces, standards, and protocols. (Mirth Interface engine experience preferred)
  • Working knowledge of Hospital Information Systems, clinical documentation, coding, and transcription.
  • Knowledge of TCP/IP and socket communications.
  • Knowledge of scripting.
  • Sumo experience preferred
  • Knowledge of Jira Software
  • Knowledge of Kanban Dev Ops methodologies

,

Keyskills :
troubleshootingnetworking lanoperating systems switcheshospital information systems it operationsknowledge base

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