Product Support Engineer Trainee

About the Company:
iTech Workshop is a Bangalore based Software Products Company that has Medical Billing Revenue Cycle Management (RCM) Practice Management System (PMS) products with over 1400 doctors and used by 3400 users/operators/billers from the USA using their products and reaching over 2000 doctors in the next 12 months. Check out our websites at www.itechws.com and www.expediumrcm.com for more details on our products, services and clients.

Website: www.itechws.com

Job location: Bangalore

Desired Experience: 0-1 years

Batch Passout: 2018-2019

Salary: INR 1.8 LPA Variable
(The final CTC will depend upon candidate’s performance in the interview and will be at the company’s discretion)

Course Specialization: B.E./B.Tech./M.Tech./M.C.A.

Tentative date of interview: Will be communicated post registration window is closed.

* The shortlisted candidates will be sent Admit Cards/Call Letters on their registered mail Id, which they will need to, carry on the date of Interview. No candidate will be entertained by the company without the formal intimation from Aspiring Minds.

Job Description & Skill Set Required:
- As a Production Support Engineer you will be required to learn iTech’ s expEDIum Suite of healthcare products within a reasonable period. Product Support is provided using email and online web tools at this time and possibly using online chat and phone in the future.You will be on probation as a trainee for 6 or more months before you become a full-fledged Support Engineer.
- This position requires good communication skills including verbal and written,aptitude & analytical skills,technical abilities including basic SQL. script languages, ability to create batch files is a plus. Knowing Windows operating system basics is a plus.

Essential Duties and Responsibilities include the following (other duties may be assigned.)
- Provide first, second (L1 & L2) product support via email & online web tools
- Open and handle multiple support tickets daily
- Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner
- Any third tier (L3) issues must be ticketed for another team to handle
- Open tickets must be followed-up and closed in a timely manner
- Communication on customer tickets in a timely manner is a MUST
- Interacting with 3rd party vendors such as Clearinghouses, Vendors and Payers in resolving issues
- Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets
- Develop Product Knowledge base (KB) to use internally and a FAQ
- Should have good analytical skills and problem-solving skills. Perform other related duties as assigned
- Access the customer specific servers as part of any issues being reported or as part of any S.O.P

Qualifications:
- Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills;previous experience in conducting basic troubleshooting of software via email,online web tools and phone
- Strong working knowledge of Microsoft Office and Outlook, Internet is a must
- Basics of Database programming (SQL scripts),any interactive SQL tool to access database tables and MS Excel analytics is a must
- Working knowledge of Windows Server,Application Server (JBoss,WildFly),DBMS (PostgreSQL) & knowledge of SOAP Web Services,XML,JSON is a plus

Interview Process:
- Technical Face-to-Face Interview
- Manager HR Interview