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Analyst, Product Support @2104 Merative Technologies India Private Limited

[Hiring] Analyst, Product Support @2104 Merative Technologies India Private Limited

Mar 26, 2025 - 2104 Merative Technologies India Private Limited is hiring a remote Analyst, Product Support. đź’¸ Salary: unspecified. đź“ŤLocation: India.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves processing requests, such as adding, modifying, and deleting user and group accounts within an Active Directory, Administration tools and email (Outlook Exchange) environments for internal and external users requiring access to the Healthcare products.

  • Provide solutions to customer’s questions and problems as well as any anticipated issues related to the installation and use of Merative software products.
  • Communicate accurate and timely information to the customer to meet or exceed expectations and Service Level Agreements (SLAs).
  • Influence the content and quality of product software components and documentation.
  • Utilize Salesforce customer relationship management system, telephone, and email to communicate with the customer to provide accurate and timely issue resolution.
  • Apply standard operating procedures to customer interactions and interaction with the Salesforce system.
  • Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers’ expectations.
  • Assume responsibility for all customer incidents; communicate status and expectations and escalate as needed to meet or exceed SLAs.
  • Accurately document all support activity in the tracking system in a timely manner.
  • Propose improvements to products and processes (via knowledge base articles, support bulletins, etc.).
  • Build productive cross-departmental relationships.
  • Use and create knowledgebase articles based on new product information, support incidents, and common or critical issues.
  • Analyse issues/requests related to our products and systems, which includes research, applying the appropriate fix, and work with the internal teams to ensure the issue is resolved and working as expected based on the requirements and guidelines.
  • Identify, research, and analyse data errors or inconsistencies within the system.
  • Looking for candidates willing to work on either Saturdays or Sundays. The weekly offs will be scheduled on weekdays.

Qualifications

  • 1 to 2 years of problem solving in a technical environment.
  • Experience with customer support activities with sensitivity to customer needs and expectations.
  • Professional written interpersonal and communication skills.
  • Strong problem-solving and analytical skills with strong attention to detail required.
  • Technical proficiency using and troubleshooting software.
  • Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
  • Ability to work within well-defined processes and collaborate to ensure processes are relevant and effective.
  • Ability to work well with others in a team-oriented environment.
  • Personal ownership of professional development.
  • Proficiency in Microsoft Windows, Microsoft Office, and expertise with web-based applications.
  • Any three-year degree program.
  • Exposure to US Healthcare Industry Knowledge (Preferred).

Requirements

  • The role requires operational work during US business hours (India night shift).
  • It will involve covering the Saturday and Sunday shifts.

Benefits

  • Equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law.
  • Reasonable accommodations for qualified individuals with disabilities.

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đź“Ť Be aware of the location restriction for this remote position: India
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Back to Remote jobs  >   Customer Service
Analyst, Product Support @2104 Merative Technologies India Private Limited
Customer Service
Salary đź’¸ unspecified
Remote Location
India
Job Type full-time
Posted Mar 26, 2025
Apply for this position Unlock 54,237 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: India
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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