Job Title
Product Support Specialist
Job Description
In this role, you have the opportunity to
In this role, you are a part of Philips HealthSuite Digital Platform (HSDP) organization, where we are powering the next generation of connected health applications.
The Tier 1 Support Engineer is responsible for researching and determining root cause(s) for issues, providing technical support, and completing assigned actions and timeline commitments.
The ideal candidate will work with clients, HSDP leadership, Operations, R&D, and multiple vendors. With a focus on customer service, this is a position ensuring SLA’s are met (exceeded) and that issues are resolved and services delivered with a focus on quality and integrity.
The Tier 1 Support Engineer will address escalated issues and ensure the delivery of timely resolution to Clients, escalating to higher tiers when necessary.
You are responsible for
Troubleshoot HSDP technical issues and recommends corrective action.
Document client information and recurring technical issues to support product quality programs and product development.
Respond to customer inquiries via telephone or in written internet-based email or chat sessions.
Develop and deliver knowledge sharing together with other members of the Support Operations team.
Provide operational support for internal and external HSDP Clients as part of the Support Operations team to ensure timely resolution of issues and delivery of service requests.
Assess client issues and escalate to higher tiers within the Operations and Engineering organizations to bring issues to a resolution ASAP.
Participates in root cause analysis and corrective actions to prevent reoccurrence of issues.
Follow established processes for incident management, service delivery, escalation, security / privacy events, and complaint management.
Identify process improvement opportunities
Interact with vendor and field partners via verbal and written communications
Successfully complete other tasks, projects and duties as assigned by management
You are a part of
The HealthSuite Digital Platform is seeking a Tier 1 Support Engineer. The HSDP Support Operations team is growing its support team and needs experienced engineers to support our Clients.
To succeed in this role, you should have the following skills and experience
QUALIFICATIONS
Proven customer service excellence; the ability to successfully build strong working relationships with customers and colleagues
Interpersonal skills and technical product knowledge and expertise to respond to daily client-centric activities.
Excellent verbal and written skills
Goal-orientated, pro-active, self-motivated individual
Demonstrated ability to solve problems
Demonstrated commitment to quality
Strong organizational and multi-tasking skills
Experience in a Help Desk or Service Desk environment
Experience using ServiceNow is highly desirable
ITIL Foundation certified
EDUCATION and/or EXPERIENCE
BS in MIS/CS or related field OR Equivalent experience
1-3 years of IT Service Management in application support and maintenance
Technical skills required to triage issues across multiple tiers and diverse technologies including external partners
Experience with supporting cloud-based solutions
Ability to effectively communicate client issues to the offshore development team
Ability to interface well with the business and technology staff
Working cross-functionally with all departments to meet SLAs and customer satisfaction requirements
Ability to multitask and prioritize tasks in order of importance and priority
Insure ITIL best practices are followed according to procedures – especially Incident, Change, and Knowledge Management.
Ability to support the Program Management and Platform Operations teams as required
