Consultant, Product Support

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative,  you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

Work on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devise solutions based on limited information & precedent & adapts existing approaches to resolve issues. Use evaluation, judgment, & interpretation to select right course of action. Work is done independently & is reviewed at critical points. Processing requests, such as adding, modifying, and deleting user and group accounts within an Active Directory, Administration tools and email (Outlook Exchange) environments for internal and external users requiring access to the Healthcare products. Provide solutions to customer’s questions and problems as well as any anticipated issues related to the installation and use of Merative software products. Communicate accurate and timely information to the customer to meet or exceed expectations and Service Level Agreements (SLAs). Influence the content and quality of product software components and documentation. Utilize Salesforce customer relationship management system, telephone, instant messaging and email to communicate with the customer to provide accurate and timely issue resolution. Apply standard operating procedures to customer interactions and interaction with the Salesforce system.

Responsibilities and Expectations 

• Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers’ expectations.  
• Assume responsibility for all customer incidents; communicate status and expectations and escalate as needed to meet or exceed SLAs.  
• Accurately document all support activity in the tracking system in a timely manner.  
• Propose improvements to products and processes (via knowledge base articles, support bulletins, etc.).  
• Build productive cross-departmental relationships.  
• Use and create knowledgebase articles based on new product information, support incidents, and common or critical issues.  
• Analyse issues/requests related to our products and systems, which includes research, applying the appropriate fix, and work with the internal teams to ensure the issue is resolved and working as expected based on the requirements and guidelines.  
• Identify, research, and analyse data errors or inconsistencies within the system.  
• Actively participate in team meetings by providing feedback on current day-to-day activity and recommendations for improvement 
• Ensure that product support staff maintains appropriate contact with customers during product support resolution process. 
• Create and utilize accurate metrics to measure accuracy and effectiveness and implement improvements when necessary. 
• Offer alternative solutions where appropriate with the objective of retaining customers’ confidence in our products.  
• Monitor team’s incident volume and incident quality and implement improvements when necessary. 
• Act as a situation manager for complex and/or sensitive issues where collaboration with multiple internal groups is needed. 
• Work with development teams to understand new products and services and ensure support requirements and constraints are enforced.  
• Looking for candidates willing to work on either Saturdays or Sundays. The weekly offs will be scheduled on weekdays.  

Minimum Qualifications 

• 5+ years of problem solving in a technical environment.  
• Experience with customer support activities with sensitivity to customer needs and expectations.  
• Professional written interpersonal and communication skills with excellent command / highly proficient in spoken and written English 
• Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using and trouble-shooting software.   
• Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.  
• Ability to work within well-defined processes and collaborate to ensure processes are relevant and effective.  
• Ability to work well with others in team-oriented environment.  
• Personal ownership of professional development.  
• Proficiency in Microsoft Windows, Microsoft Office, and expertise with web-based applications.  
• Any three-year degree program.  
• Exposure of US Healthcare Industry Knowledge (Preferred) 

Note: The role requires operational work during US business hours (India night shift). Additionally, it will involve covering the Saturday and Sunday shifts. 

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities. 

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.