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Associate Customer Solutions Analyst
Job#: Medworxx
Positions: 1
Posted: 02/20/2017
Job Type: Full Time
Location: IN-Bangalore
Department: Customer Support
Category: Professional Services
Salary: Salary + Bonus
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Job Description

HPEL HIRE – •Job Responsibilities & Accountabilities Responsible for the configuration of Aptean Product, both business functionality and also technical implementation. Have the skills to find and troubleshooting resolution using sound judgment and creative and innovative ways to solve problems. Additionally development of Aptean Product interfaces, utilizing the Aptean Product API framework. Will have frequent contacts with peers, and members of the Services, Support, R&D and Customer Account Management business units Customer Solutions •Accurately configure and test the Aptean Product to the Requirements and Design documentation. •Install the Aptean Product (remotely), including SQLserver installation/configuration •Provide technical skills to the Respond Project life cycle •Provide technical and business skills to upgrade customers to newer versions of the Aptean Product •Provide cover and industry leading customer support assistance for the Respond customer support organization •Provide knowledge on the Aptean product to our customers at a technical level in terms of supporting our product on their platform, answering/researching platform level queries (IIS settings, troubleshooting, SQL Server performance, Windows Server performance etc) •Provide knowledge and support to our customers where required to those on our SaaS platform, and interacting with our SaaS team being the reference point on how to configure, upgrade, and install our product on the SaaS AWS environment •Provide cover and assistance for the Respond customer support organization •Escalate customer issues to the Project/Support Manager as appropriate •Observe trends with technical issues and recommend improvements to product, documentation or implementation •Ensure professional manner at all times •Acquire and maintain current knowledge of Respond products and service offerings •Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer issues as quickly and effectively as possible •Attend training sessions offered and assist with peer training as needed •Technical Skills •Excellent knowledge of Microsoft Office •Excellent knowledge of Microsoft operating systems (including Server to administrator level). •Excellent knowledge of T-SQL •Good knowledge of Microsoft SQL Server, including the ability to support and troubleshoot problems •Thorough understanding of IT architectures including relational databases and web applications, including C# and JavaScript, XML •Understanding of IIS and website administration •Understanding of .NET framework •Special Requirements •Fluent in English. Ability and proven experience in understanding British accents •Excellent communication skills, both written and verbal. •Strong interpersonal, influencing and team working skills. •Ability to work in a team, of technical and functional resources, working in multiple locations and regions. •Willing to travel. •Display strong work ethic and do whatever it takes to get the job done. •Should be flexible to work in Shifts if required ( APAC & EMEA Hours ) Experience •Previous experience in providing customer projects and support •Minimum 2 years full time work in Customer Services industry, in a front facing customer role supporting UK customers •Solid track record of relevant commercial experience. •Experience working with offshore developments and professional services. •Ability to handle difficult or sensitive situations with diplomacy and tact •Proven Track Record in successfully prioritizing customer queries in a high pressure environment





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