Primary responsibility is in the area of PACS ticket resolutions.
Understand the working of the specific module in which expertise needs to be built via training programs including on the job training, class room training and training material available on the knowledgebase.
Understand the details provided in logged ticket. Validate the completeness of information provided and if required, collect further information from client.
Use the collected information to analyze the problem.
When identified as a bug, complete the documentation including product analysis of defect clearly indicating reason and resolution of the defect.
Provide any additional information as required for the Development team to fix and test the problem effectively.
In case of non-defects, close the ticket with sufficient information for the client to be able to understand and appreciate the answer with full satisfaction.
Available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, modules and Upgrade.
Essential Skills : Analytical
Programming (Reasonable programming Knowledge in any of Programming languages like C / C++ / JAVA )
Communication and Interpersonal skills
The business or technical workings of specific product areas.
How to source out information from various collateral sources including helptext , user guides, knowledge base, portal.
Knowledge of past issues for various clients in the current product thus improving the efficiency of problem resolution.
Fluency in French (Read, Write and Speak)