Sr. Assoc-application Support (l2) Job in Sutherland Global Services

Sutherland is seeking a strategic-thinking and dynamic person to join us as a Associate Professional Application Support, manages new and existing clients credentialing and other requests through their Salesforce ticketing system OTRS Customer Service Queue. We are a group of driven and energetic individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! i

Responsibilities:
Answers and records incoming problems, or requests and updates customer cases, following Support Desk management applications.
Reviews and actively pursues a resolution to all cases daily where he or she is the Support Desk Professional or where the case is referred to him or her.
Notifies customers of scheduled outages, known problems and other updates to distribute information and optimize revenue.
Researches, resolves and responds, in accordance with Standard Operating Procedures, to all requests and contacts received via telephone, mail, chat and e-mail. Keep management updated:
Monitor project activities and relay vital information in the form of timely and accurate reports to all project stakeholders.
Act on payer center tickets - respond / close within the defined SLAs.
Assists fellow Support Desk Professionals with activities when his/her queue is caught up or empty.
Participates in team projects that enhance the quality or efficiency of Support Desk services.
Participates in ongoing trainings to gain and maintain proficiency as a Support Desk Professional and to gain additional knowledge for professional development.
Impact the bottom line: Constantly learn, enhance skills and identify opportunities for process improvement leveraging a deep understanding of assigned work; provide feedback and inputs to SMEs, Leads & Managers on identified areas of improvement, opportunities for automation
Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback

To succeed in this position, education & skills required:

Bachelors degree from an accredited & reputed college/university with computers background.
Overall 0 to 2 Years of IT experience primarily in Application Support
Should have knowledge on tracking support emails, calls and metrics report generation. Timely respond to support emails, outbound calls to payers and follow-up support tickets.
Good verbal and written communication skills
Knowledge of US Healthcare Domain.
Proficiency in MS Office, basic networking concepts.
Basic knowledge in SQL, Would be additional advantage.
Proven ability to multi-task and work through ambiguous requirements
Strong analytical, troubleshooting, and problem-solving abilities
Should work on US Shift timings