Address
Form of workJob Description
Provides upper-level support to customers' questions and problems as well as any anticipated issues related to the use of the Truven Health Analytics Population Health product suite. 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. Provide mentoring to teammates regarding products and processes.
Desirable Skills: Basic SQL, HL7, and Meaningful Use experience is very helpful
Responsibilities and Expectations
• Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers' expectations.
• Provide premium account management services for identified strategic accounts, corporate relationship management and liaison for Client Service Managers
• Clear understanding of the work flow process and how our clients use the supported applications; manage and communicate updates to the Tier1 teams.
• Broad experience and understanding of Company's markets, products and customers' needs.
• Proven ability to train and effectively mentor teammates.
• Skilled at recognizing and addressing underlying root causes.
• ssume responsibility for all customer incidents; communicate status and expectations, and escalate as needed to meet or exceed SLAs.
• ccurately 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.).
• dept at building productive cross-departmental relationships.
• Recognizing situations requiring attention and managing situation though to resolution via escalation and communication.
• ssume responsibility for special projects, as requested.
Minimum Qualifications
• Minimum two to three years experience with specified product family or related work or educational experience.
• Experience with customer support activities with sensitivity to customer needs and expectations.
• Superior professional interpersonal and communication skills, both verbal and written.
• High degree of problem-solving and analytical skills with strong attention to detail required. High degree of technical proficiency using and trouble-shooting software.
• Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
• Subject matter expertise for managed applications
• Demonstrated ability to work within well-defined processes, and collaborate to ensure processes are relevant and effective.
• Proven ability to work well with others in team-oriented environment and to gain their cooperation.
• Personal ownership of professional development.
• Skilled in Microsoft Windows, Microsoft Office and expertise with web-based applications.
• Bachelor's degree or equivalent work experience preferred
