Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes.
Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
Job description -
Analyze functional and technical cases and provide a resolution following agreed customer metrics to ensure customer satisfaction (i.e., SLA / PSP)
Works as part of a team to resolve client requests per agreed SLA.
Share knowledge and practical experience through Allscripts Customer Services teams on product / technical skills to continually improve the capability and effectiveness of the Services / Support teams
Provide accurate information to the Development team, as needed, to allow them to correct the software without having to refer to the originating customer
Maintains status of problem resolution and updates customer and team lead on resolution status.
Regular up-to-date accurate information is recorded in the call logging system (e.g., Service Now, etc) so that customers can see progress on the support cases.
Collaborate with other organizations such as Sales, Support operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
Adhere to existing policies and procedures.
Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensure that these are passed on to the appropriate groups for action to drive increased revenue.
Documents known issues and solutions and ensures adequate internal communication of problem resolutions. Conveys customer feedback to management.
Participates in teams and special projects to improve product and service quality and client satisfaction.
Required skills -
Excellent organizational, interpersonal, and time-management skills with the ability to multi-task and prioritize own work
Excellent communication and coordination skills (MUST)
Basic understanding of SQL DDL & DML queries.
Basic understanding of Windows Servers 2016, 2019
Excellent Documentation and Technical writing skills.
Immediate joining is preferred.
We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age;
nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.
Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.
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