Sr Analyst

Job Summary

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

• Providing operational support for assigned contract pharmacy Help Desk tickets

• Assisting in contract pharmacy amendments and terminations

• Maintenance of internal contract pharmacy database

• Provide software training to new Pharmacies as onboarding process

• Communications and assistance with client/wholesalers/contract pharmacies related to resolving any drug replenishment issues.

• Answer inquiries by clarifying desired information; researching, locating, and providing information

• Provide training to newly added contract pharmacy partners

• Properly escalate unresolved queries to the next level of support

• Ensure proper recording, documentation and closure of all requests

• Contribute to building knowledge base of repeat requests

• Build sustainable relationships of trust through open and interactive communication with clients

• Follow up with clients and pharmacy partners as needed, provide feedback and see problems through to resolution

• Utilize excellent customer service skills and exceed clients’ expectations

• Enhance organization reputation by accepting ownership for accomplishing requests and providing exceptional client experience

• Maintain catalogs and pricing access with Wholesalers

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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