Product Support Specialist

Description
● Deal with product queries that arise from internal requirements within Healthbridge in line with the defined client experience, service targets and WOW Service guiding principles
● Performing the regular operational processes and administrative procedures required by the Healthbridge Switching platform
● Log queries and all activities to resolve same completely and accurately
● Identify interventions that would make our value proposition more real to our client and initiate the required actions to achieve this
● Investigating root causes and issues impacting the end users and level of the service and working towards ensuring that the same issues do not re-occur
● Manage relationships with external and operational clients in an operational role
● Other duties that may be assigned from time to time


Knowledge and Skills
● Continuous learning to attain flawless knowledge of our products, services and systems within the required time-frames
● In-depth knowledge of project management methodologies
● Ability to deal with the most technical aspects of product support, including the attaching and querying of databases, desktop and connectivity support
● Stakeholder management skills across internal and external stakeholders at various levels of organizations
● Systems Thinking – the ability to see how parts interact with the whole (big picture thinking)
● Problem-solving
● Attention to detail
● Ability to deal positively with upset clients
● Typing-proficiency of a level that allows the real-time capturing of query-resolution activities performed by you, preferred
● Excellent communication skills
● Proficiency in English, and at least one other official language, preferably more

Qualifications and Experience
● National Senior Certificate (Matric), but a technical support qualification is preferred
● 3+ years client service, preferably in the South African private healthcare environment
● 3+ years technical product support, preferably in the medical switching or practice management application fields
● Working with IT systems
● Working with databases (SQL Server), developing and maintaining database scripts