Sr Analyst

Job Summary

To independently troubleshoot/resolve assigned tickets and provide support in adherence to agreed SLA and quality standards of the company.

• General Technical Support

• Provide first-line technical support to customers via phone, email, and remote tools.

• Troubleshoot and resolve software, ordering, and invoicing issues.

• Document all customer interactions and technical steps in the ticketing system.

• Collaborate with cross-functional teams to escalate and resolve complex issues.

• Maintain up-to-date knowledge of company products, services, and support protocols.

• Participate in ongoing training and professional development activities.

• Ensure compliance with company policies and industry regulations.

• Contribute to knowledge base articles and internal documentation.

• Support onboarding and training of new team members as needed.

• 340B Program Support, 340B Order Link Portal

• Create and manage purchase orders within the 340B Order Link Portal.

• Oversee and execute auto order scheduling for 340B program participants.

• Maintain accurate and timely records of all 340B-related transactions.

• Contract Pharmacy Partner Support

• Provide support to contract pharmacy partners, including troubleshooting and resolving portal or order issues.

• Maintain and provide purchase order history for contract pharmacy partners.

• Serve as a point of contact for contract pharmacy inquiries and escalations.

• 340B Program Maintenance

• Perform ongoing maintenance of the 340B program, including updates to participant information, eligibility, and compliance documentation.

• Monitor program performance and proactively address potential issues.

• Self-Service Tools & Reporting

• Guide customers and partners in the use of self-service tools for order management, reporting, and troubleshooting.

• Generate and distribute regular and ad-hoc reports related to 340B program activity, compliance, and financials.

• Invoicing

• Prepare, review, and process invoices related to 340B program transactions.

• Collaborate with finance and accounting teams to ensure accurate and timely billing.

• Address and resolve invoicing discrepancies or customer inquiries.

Key Responsibilities

1. To provide support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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