Senior Implementation Analyst

At Relatient we’re on a mission to make access to healthcare simpler. 

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We are currently looking for a Senior Implementation Analyst to join our team in Pune. This role will be a hybrid position that will require working 3 days per week out of our office located in Amar Tech park. 

Essential Functions:

• Provide timely, helpful responses and basic troubleshooting assistance to clients by phone and e-mail; assist non-technically oriented clients with the use of our Web-based software 
• Take clear ownership of designated issues submitted by customers; manage difficult customers and customer expectations effectively and professionally seeking help from team members as necessary  
• Act as a liaison between the client and the technical team, provide Engineering and other team members with clear and complete information, carry out recommended diagnostic steps and gathering information as necessary  
• Escalate issues to management when needed  
• Communicate clearly and precisely with customers regarding technical issues, setting expectations for callbacks and follow-up regarding their issues; maintain complete and accurate log of customer interactions and technical details  
• Provide on-call support to address urgent issues when they arise 
• Develop, implement, and manage operational policies and procedures for day-to-day efforts to drive a sense of urgency and empathy for clients throughout the organization 
• Act as a liaison between the client and the technical team 

Education & Experience Requirements: 

• Bachelor’s degree in Computer Science or related field or additional work experience in lieu of degree is required.
• 5+ years of work experience in software consulting, software testing, configuration required.
• Exceptional analytical and conceptual thinking skills are required
• Excellent communication and presentation skills.
• Basic knowledge of software testing methodologies, database, SQL desired
• Ability to engage with customers to discuss complex technical issues
• Excellent problem-solving and logical thinking skills.
• Automation/scripting experience will be an added advantage.
• Experience in Healthcare industry is preferred
• Excellent communication and presentation skills.
• Some level of automation/scripting experience will be a major plus. 

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