Customer Support Executive

Customer Support Executive

Inovaare Software Solutions Private Limited
3-5 years
Not Specified

Job Description

Be the first point of contact for all customer/user raised queries
[Queries include incidents, service requests, new enhancement requests, access requests]
Is able to own the query till resolution
Is able to identify and differentiate between Incident and the problem
Understand the customer SLA parameters and direct all queries to resolution within the set SLA parameters
Is able to guide and navigate the user on the application and/or workaround solution with ease
Address all queries via call, email & ITSM tool assigned
Able to log and categorize all queries correctly
Records incidents cataloging them by symptom and resolution
Systematically interprets user problems and identifies solutions and possible side effects
Is able to analyze impact Vs. urgency of every query appropriately as per the severity grid
Proactively engage internal teams and customer on every major incident and drive the solution
Review and store all RCA documents for appropriate consumption
Able to identify and escalate trends of incidents and problems to internal specialists’ teams to avoid repeat issues preventing users using the solution
Able to prepare simple dashboards and reports
Monitor failure alerts and RTM dashboards and engage solutions teams, as per the RACI model if any issue observed
Engage third-party hardware/software suppliers as deemed necessary to resolve the issue
Contribute in creation of Known Error databases & solution identification tech-tree

Inovaare as a company that desires to aid the health care compliance function through automation and software solutions that are largely absent in the industry today. Inovaare provides highly configurable healthcare industry specific software solutions to automate quality and compliance operations. We helps organizations reduce risk, increase compliance visibility, lower operational cost and improve its oversight process. Inovaare is proud to be an employer of choice for exceptionally talented people who are to become the foundation of Inovaare's success. Inovaare employees are able to enjoy a diverse and nurturing work environment, where they are able to work side by side with top-notch colleagues. Inovaare provides employees with challenging work and exposure to innovative technology, training, support for skills development, and opportunities to work in different areas of the organization, whenever opportunity arises, to promote career growth.

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