Customer - Technical – Product Support Specialist

Project: Genesishcc

Genesis HealthCare is a holding company having a peak revenue of $5.7B in 2022, with subsidiaries that, on a combined basis, provide services to skilled nursing facilities and assisted/senior living communities. The Company also specializes in contract rehabilitation therapy, respiratory therapy, physician services, staffing services, and accountable care.

Responsibilities:

Providing L1 Support to Genesis employees which included,

• Customer, product, and Technical support on software like Net Health, Point Click Care, Gehrimed, etc.

• Managing their AD accounts and network accounts using Support Tools and Genserve.

• Managing the ServiceNow ticketing system

• Providing support on company iPads, Laptops, Chromebooks, Chrome boxes, iPhones, Android Phones, Printers, etc.

• Ensuring quality of work and timely support

• Using Beyond Trust Bomgar to jump into the user’s computer and assist them with all sorts of Technical issues.

• Resolving issues with Zoom, Google Meet, MS Teams, and other meeting softwares.

• Making sure the computers and laptops are running at optimal condition by clearing

out the trash on a regular basis and update them.

• Following HIPPA Guidelines at all times.

• Troubleshooting browser and application issues.

• Provide resolution of the end-user queries over the phone and over remote access

• And Follow up with the client using the Ticketing portal, emails, chats, phone, etc.

Personal responsibilities:

• In addition to providing support my role was to manage a team of 10 employees, jumping in on support where required or on escalated issues, providing support on more than 100+ dashboards and systems, Liaise with project Admin in the US, Weekly team progress report sharing, Responsible for best and optimal team utilization and Designing Team rosters.