Watson Health - Contact Center Analyst - Truven Health Analytics

Job description

About IBM:

IBM is a global technology and innovation company present in India since 1992. It is the largest technology and consulting employer in the world, with approximately 380,000 employees serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformation.

Business Unit Introduction:

"Truven Health Analytics, an IBM Company, is a leading provider of cloud-based healthcare data, analytics and insights acquired by IBM Watson Health in April 2016 to help optimize IBM offerings for value-based care and government solutions."

Truven Health Analytics delivers the answers that clients need to improve healthcare quality and access while reducing costs. We provide market-leading performance improvement built on data integrity and empirical truth. For more than 30 years, our insights and solutions have been providing hospitals and clinicians, employers and health plans, state and federal government agencies, life sciences firms, and policymakers the facts they need to make confident decisions that directly affect the health and well-being of people and organizations in the U.S. and around the world.Truven Health Analytics owns some of the most trusted brands in healthcare, such as MarketScan, 100 Top Hospitals, Advantage Suite, Micromedex, Simpler, ActionOI, Heartbeat Experts, and JWA. Truven Health has its principal offices in Ann Arbor, Mich.; Chicago; and Denver. For more information, please visit truvenhealth.com.

In April 2015, IBM launched IBM Watson Health and the Watson Health Cloud platform. The new unit will work with doctors, researchers and insurers to help them innovate by surfacing insights from the massive amount of personal health data being created and shared daily. The Watson Health Cloud can mask patient identities and allow for information to be shared and combined with a dynamic and constantly growing aggregated view of clinical, research and social health data. IBM Watson Health uses Cognitive Computing to tackle some of humanity's most challenging problems like revolutionizing how doctors research cancer or transforming how businesses engage with their customers.

IBM Watson Health business unit is now looking for talented individuals for Truven Health destined to usher in the next era of healthcare."

Who you are:

Provide solutions to customer's questions and problems as well as any anticipated issues related to the installation and use of Thomson Reuters software products. Communicate accurate and timely information to the customer to meet or exceed expectations and Service Level Agreements (SLAs). Influence the content and quality of product software components and documentation.

What you'll do:
·  Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers' expectations.
Assume responsibility for all customer incidents; communicate status and expectations, and escalate as needed to meet or exceed SLAs.
Accurately document all support activity in the tracking system in a timely manner.
Propose improvements to products and processes (via knowledge base articles, support bulletins, etc.).
Build productive cross-departmental relationships. How we'll help you grow:
·  You'll have access to all the technical and management training courses you need to become the expert you want to be.
·  You'll learn directly from expert developers in the field; our team leads love to mentor.
·  You have the opportunity to work in many different areas to figure out what really excites you .
Auto req ID

70873BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Representative
State / Province

TELANGANA
Primary job category

Product Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

Watson Health
Preferred Education

None
City / Township / Village

HYDERABAD
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  Minimum of 1 year of experience with customer support activities with sensitivity to customer needs and expectations and in trouble-shooting software.
·  Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications.

Skill-keywords

Customer Service
Country

India
Preferred Technical and Professional Experience

·  1 -3 years of experience in Contact Centre or sufficient alternative
·  Good professional written and communication skills.
·  Strong problem-solving and analytical skills with strong attention to detail required.
·  Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
·  Ability to work within well-defined processes, and collaborate to ensure processes are relevant and effective.
Secondary Job Category

Other Product Services
Eligibility Requirements

·  Bachelors degree or equivalent
·  Experience with customer support activities