Healthedge Hiring for Product Support Analyst II at Hyderabad, Telangana Full Time

SUMMARY

The Product Support Analyst II (PS Analyst II) drives customer success by performing Level 1 Triage,

monitoring client issues and concerns, and communicating status to the client. The PS Analyst I also

solicits feedback from and advocates on behalf of our clients in liaising with our internal software and

industry experts. GuidingCare® is a complete care management platform for patient-centered care,

offering health plans and provider organizations easy-to-use, next-generation data integration and

workflow management tools. This role ensures clinical relevance, technological sophistication, and

optimal performance of our current managed care systems and future product enhancements. The

Product Support Analyst II understands and communicates client’s concerns, creates actionable

analytics, performs ongoing day-to-day tasks to meet client needs and satisfaction, and continually seeks

out ways to enhance our customer service experience both internally and externally. This role provides

technical support to customers, answering complex questions on function and usage through email,

phone and our ticketing system. We are looking for someone who is tech savvy, analytical, detail

oriented, able to grasp technical concepts. The Product Support Analyst II will support system

functionality and train clients’ staff as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a first point of contact with Altruista’s clients to understand client needs and assist with

support in the optimal use of the solutions

• Learn and maintain proficiency in using Altruista Health’s platform and understanding Altruista

Health and its partner product and services

• Perform Level 1 triage to diagnose issues, create solutions or route tickets appropriately
• Respond to tickets within the contractual service level agreement (SLA) times
• Act as an escalation point and advocate for critical customer issues, collaborating with other

departments as needed

• Build rapport and elicit detailed information from clients regarding the expectations of, and

issues pertaining to, Altruista Health’s products and services

• Gather and document requirements, use problem solving skills and investigative nature to

expeditiously address questions and resolve issues

• Meet or exceed customer expectations by anticipating and resolving their issues.
• Routinely update the client, following SLA guidelines, on active issues to gain additional

information or to advise of status

• Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge

and skills up-to-date and turn mistakes into learning opportunities

• Provide systems and clinical content training and support to clinical and non-clinical client

support staff using the software in client sites

• Work in coordination with Account Management team and Delivery Manager, to support clients,

including managing minor projects

• Work with Project Managers, Business Analysts, SMEs and Delivery Managers to gather a clear

understanding of requirements, develop thorough test plans as needed, and to ensure status and

schedules are communicated

• Verifies and identifies issues as either legitimate technical product flaws or simple user training

deficiencies

• Interacts extensively with existing customers troubleshooting technical issues
• Engage cross-functional resources both internally and with customers to solve problems
• Perform all responsibilities in compliance with all Altruista Health policies, including without

limitation those related to information privacy and security

• Attend and participate in team meetings and in-service activities, as necessary
• Providing high quality of work and identify opportunities for continual improvement
• Communicate effectively with customers both verbally and in writing
• Other duties as assigned
• Shift timings from 6:30 PM IST to 3:30 AM IST.

KNOWLEDGE AND RESPONSIBILITIES

Fully applies basic principles, theories, and concepts to job assignments. Work, still closely managed,

involves limited problem solving, following standardized practices and procedures. Typically interfaces

with Sr. Developers and Leaders in work group.

SUPERVISORY RESPONSIBILITIES

The Product Support Analyst II is not a supervisory role.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree; preferably in Computer Science or health care-related field from an

accredited university

• 2-5 years of related experience
• An understanding of HIPAA and other federal and state laws and regulations relating to data

privacy and security

• Have at least two (2) years of experience providing software support to end users
• Demonstrated ability to handle tier I and tier II issues
• An understanding of technology and how it may facilitate improved patient outcomes and lower

costs

• Exceptional customer service orientation
• Technical documentation creation/updating
• Experience documenting and tracking user tickets with software such as Jira or similar
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work independently and collaboratively with multidisciplinary teams
• Excellent written and verbal communication skills
• Excellent computer skills and proficiency with Microsoft Office (Excel, Word, PowerPoint and

Visio) and, preferably, care management software as well

• Ability to be highly organized
• Ability to work on multiple initiatives at once and be able to adapt to shifting priorities
• Self-starting, energetic, results-oriented team player with entrepreneurial spirit to support our

growing business!