Seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications. Success requires calm, methodical troubleshooting of system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.
This role is responsible for managing and resolving high-impact customer escalations for a premier technology organization, focusing on U.S. Government and strategic enterprise clients. In this role, you will ensure mission-critical issues are addressed swiftly by coordinating cross-functional teams and providing clear communication during high-stress incidents. The role is fully remote and requires flexibility to work outside standard hours, including potential weekends and holidays.
Reporting to the Client Technical Manager, the Tier 2 Client Technical Representative will manage complex issues escalated from internal teams related to the Patient Access Curator suite of products. You will troubleshoot issues related to the Patient Access Curator platform; manage a large caseload of issues escalated from Customer Support, and Relationship Management in Salesforce; and determine the severity and scope of issues.
Beyondsoft is seeking a Tier 1 support specialist for a remote position in India, which is a long-term contract role for a reputed client in Redmond WA. The candidate should have good communication skills and relevant customer support experience, handling Tier 1 support via email-based communication.
Provide customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents. Communicate courteously and effectively to ensure customer and service level standards are successfully met. Anticipate and proactively respond to customer needs, making sure reported issues are documented in detail and resolved or properly assigned. The Service Desk operates 24/7 365 days per year.
Provide world class service and support for clients by troubleshooting and diagnosing IT issues. As a L2 Support Engineer, you will be providing remote support and assisting in the monitoring and maintenance of computer systems and networks. Ensure customer calls are promptly attended to and that a high standard of information recording is maintained within cases.