Support Analyst Job Work at Home High Monthly Salaries $3,756 ZgrJobs
Support Analyst Job Work at Home
Support Analyst:
As a Support Analyst you will answer incoming calls from Patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.
Accountabilities
- Receive customer input from phone, email, or web submission and create support tickets. Troubleshoot end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.Resolve tier1 issues using troubleshooting resolution matrix. Gather information from customers to ensure sufficient data is gained to start case resolutions. Direct inbound service interactions to appropriate technical and sales resources. Conduct database lookup of consumer/patient records within electronic medical record software. Enter updated information within electronic medical records as required. Re-direct or engage other departments or specialty groups to resolve consumer/patient requests. Maintain compliance with attendance and schedule adherence requirements. Maintain interaction quality standards. Maintain performance standards. Proactively identify and share customer insights in order to recommend process improvements. Remain current with product/applications/process changes. – 90%
- Follow-up and follow-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
Log interaction outcome in contact management system. – 10%
Supervisory/Management Responsibilities
This is a non-management job that will report to a supervisor, manager, director, or executive.
Minimum Requirements
- High School Diploma or equivalent
- 2 years – Customer service experience: preferably supporting customers via phone, email, and chat.
Knowledge, Skills or Abilities
- Passion for creating exceptional customer experiences both by helping and retaining customers.
- Tech savvy with a strong knowledge of Android, iOS, and Windows devices
- Metrics-driven and proven ability to handle a high volume of customer interactions.
- Strong conflict resolution skills and even temperament in challenging situations.
- Basic computer skills
- Proficient computer skills (word processing)
- Data entry skills
70019063 Call Center
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
Quality Assurance Analyst
- Review design specifications to understand the scope, requirements, and function of the software product
- Identify appropriate parameters, functions, and data to test and validate; parameters may include general function, validity of results, accuracy, reliability, and compliance with industry standards
- Conduct testing to ensure products perform according to user requirements and within established guidelines
- Identify, log or document, and recreate error codes, bugs, and defects
- Assist in resolution of all defects related to test execution
- Identify and communicate testing status and risks
- When a product does not perform within specifications, reports defects to programmers (developers) while identifying and recommending solutions, improvements, and updates
- Collaborate with programmers or developers to understand how new enhancements impacts end user product experience
- Participate and support deployment activities and production releases and perform smoke testing
- Support teammates as necessary for coverage
- Performs other duties as assigned
- Extensive knowledge of software and database testing including designing and manipulating test data, validating stored jobs, and error replication
- Prior Experience writing test cases/scripts
- Prior experience at least 3 years on Salesforce Sales Cloud or/and Service Cloud or/and Conga/CLM
- Proficient with Microsoft Office Suite or related software
- Excellent organizational skills and in-depth attention to detail with proven ability to manage multiple concurrent priorities
- Ability to create test plans and cases from specifications or verbal communications
- Ability to work independently and manage priorities and meet deadlines with minimal oversight
- Excellent interpersonal skills with the ability to serve as a liaison with developers, project managers, and technical and non-technical business partners and the ability to adapt style to suit the audience
- Strong analytical and problem-solving skills
- Excellent verbal and written communication
- Self-motivated and team-work skills required
- Collaborative attitude with the ability to quickly adapt to changes
- JIRA
- Contact center solutions: chat, messaging, telephony, email, CRM,
- Travel technology solutions: GDS, travel agent software
- UI/UX qualification
Customer Service Analyst 2-Support
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be “proactively responsible” for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 178117 in the subject line of the email.
Oracle Hospitality provides applications for Hospitality customers worldwide, such as Hotels, restaurants, Casinos, Cruise, etc.
This role will give you the opportunity to work with the largest Hotel chains in the world, providing a differentiated and first-class support for their applications. This is also an opportunity to learn and upskill further on the full range of Oracle Hospitality offerings whilst using your current skills and experience.
As part of the Oracle Hospitality Support organization, you will have access to internal trainings, varied career development options, Oracle schemes and a flexible range of benefits, Sports & Social, and more.
Our OPERA L2 Support engineers are located globally to enable us to provide “follow the sun” support to our customers. We provide support through a variety of channels, including Web tickets, phone and MOS chat (My Oracle Support).
The position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.
Key Tasks / Responsibilities
- Provide 2nd line support globally for OPERA and OPERA CLOUD related issues for Oracle Hospitality customers and partners (Hotels & Resorts)
This includes (and isn’t limited to):
– OPERA PMS (Property Management Systems)
– OPERA CLOUD
– OPERA S&C (Sales & Catering)
– OPERA OVOS (Vacation Ownership System)
– OPERA R&A (Report & Analytics)
- Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service
• Act as SME to provide technical guidance on the Application to:
– 1st line support engineers
– Customers’ Headquarters
– Customer Success Managers
– Partners
– Product Managers
– Other internal resources where required
- On-call service on a rotational basis to manage any critical incidents outside office hours
- Keep up to date with new releases and new functionality
- Identify and report back root cause and resolution of major incidents to avoid recurring issues
- Adhere to Global L2 Support standards and ensure 1st line supports follow the published guidelines
- Participate to enhancing Product Supportability
- Prepare incident reports when required
- Liaise with Sustaining Engineering, Development and Product teams
- Actively participate in building Oracle Knowledgebase
- Report back to line manager in setting strategic departmental goals based on company objectives.
- Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 team
- Work with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented
- Committed to the delivery of outstanding service to customers
- Good knowledge of XML and SQL
- Proven communication and presentation skills through previous interaction with customers and peers
- Strong experience in issue resolution, issue prioritization, customer management and technical account management
- Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
- Excellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defects
- Excellent general IT skills and strong knowledge of current technologies
- Experience with Linux, Microsoft desktop and server operating systems is an advantage
- Knowledge of the hospitality and IT industry is essential
- Past experience offering solutions and process improvement
• BS degree (or technical equivalent) is required
• Must have 2 or more years of technical or professional experience
- Excellent knowledge of Oracle Hospitality applications (OPERA, OPERA CLOUD, S&C, OVOS)
- Fluency in English
• Oracle Database Administrator certification
• CCNA certification
• Global Collaboration experience
As a member of the OGTS Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. R esolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be “proactively responsible” for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and at least two years of Technical related experience in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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