India onlyJob Description:
Do you enjoy advanced troubleshooting and working in a collaborative team environment? Are you a natural-born leader who wants to contribute to the success of first-line defense associates through growth and development? Do your passions include customer service, problem-solving , and helping others? Phreesia has the opportunity you've been searching for!
The Technical Consultant is the primary escalation point for first-line Support staff. You will be a lifeline for these Support staff by providing advanced technical troubleshooting on problem tickets and passing knowledge down by educating first-line Support staff on the product knowledge and troubleshooting methodology needed to resolve complex Phreesia product issues. Within our collaborative support model, you will work seamlessly within the support team, supporting both our client through working issue resolution on cases as well as supporting our internal team through providing assistance where needed to drive deeper knowledge and product understanding.
Job Responsibilities:
Description of Duties
The Technical Consultant is the heartbeat of our organization, developing relationships with medical practices across the United States
As the technical escalation point of contact for our customers, you will work with practices to resolve routine and advanced technical issues and anticipate and address general account concerns
You will not only document issues within the CRM but also rely on your exceptional problem-solving/analytical skill set to reproduce, identify the root cause , and document the solutions in a Phreesia knowledge-base for issues affecting our customers
You will provide input and feedback to the Client Reliability team, relating to improvements to product performance and feature enhancements
The Technical Consultant is also responsible for ongoing training of practice staff and internal teams to address skill deficits and to support the release of new features
You will routinely communicate and share information with others in the company – our development, account management, sales, and implementation teams will all look to you for guidance on how our customers use Phreesia andhow the Phreesia experience can be enhanced
Collaboration on a high priority issues may require a handoff past normal business hours
Can be scheduled as an after-hours escalation point on a rotational pager with an additional paid bonus
Day to Day Responsibilities:
Answer support inquiries, issues, requests, or incidents
Engage autonomously on casesand swarms based on Urgency and SLA to ensure that cases are updated in a timely manner
Provide feedback to Support leadership on the processes around escalationand troubleshooting
Drive collaboration across your team and other internal groups through knowledge sharing and real-time troubleshooting to increase knowledge and skills throughout the team
Leverage tooling to enhance the client experience and strive to deliver a holistic approach to issue and resolution management for our clients
Education :
Bachelor’s degree required, ideally in Computer Science, Engineering, or a related technical field
Experience, Knowledge & Skills:
A minimum of 4 years of related experience is required. Phreesia experience and/or performance may offset some of the experience requirement.
2+ years experience in technical support, account management, or implementation role in the IT industry
Ability to anticipate and solve problems with superior communication and interpersonal skills.
End-user training and project management experience make you vital to any team.
Comfortable working in a Windows environment
Willingness to learn message transformation & exchange between disparate systems
Ability to prioritize multiple demands in a fast-paced and dynamic environment
Technology:
Have exposure to wireless and web applications, are familiar with network troubleshooting, including firewalls and routing, are familiar with and skilled in SQL, XML, CSV, HL7, JavaScript, HTML, and API calls, and have experience using a CRM
Disclaimer: The job responsibilities and duties described above are not a comprehensive list. Additional tasks may be assigned to the employee from time to time, and Phreesia reserves the right to change the scope of the job as necessitated by business demands.
Who We Are:
At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.
Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!
United States
