Patrick Au Email & Phone Number

• Analyze root-cause application issues, identifying their severity and proposing fixes
• Own customer issues from initial report to resolution, collaborating cross-functionally to fix the problem, and communicating with customers regularly regarding issue status
• Attend calls with Bullhorn's top enterprise clients
• Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams
• Escalate trouble tickets and priority issues to internal partners when necessary

Chicago, Illinois, United States

• Handle complex technical issues and escalations over chat, email and via screen sharing sessions.
• Troubleshooting, first level diagnostics and providing technical and product expertise to clients’ queries.
• Support clients in configuring accounts, event workspaces and streaming setups to ensure successful preparation and running of live events.
• Manage client incidents and requests through to resolution via queuing system.
• Accountable to qualify inbound leads coming from our public website and to secure discovery calls with our sales team.
• Work cross functionally with Services, Product, Engineering and Sales teams.

• Resolved escalated client issues from junior team members.
• Led training with groups of 2-20 end-users on how to operate EMR/EHR software.
• Facilitated client outreach to ensure optimal customer satisfaction.
• Standardized daily tasks and trained junior team members on best practices and company standards.
• Conducted demonstrations to D and C-level executives to finalize sales.
• Assisted QA team with manual testing (functional, regression, acceptance, sanity).

• Engaged end users and answered questions via email and phone.
• Explained technical information in clear terms to promote better understanding within therapyBOSS software (EMR/EHR).
• Provide ad-hoc product training to customers.
• Documented all client transactions for future reference and addition to knowledge base.
• Assisted clients with product configuration based on needs and budget.
• Assisted QA Team with acceptance testing on various devices (including mobile) and browsers.

• Reviewed charts and flagged incomplete or inaccurate information.
• Maintained accuracy, completeness and security for medical records and health information.
• Identified new methods to optimize medical records management.
• Coordinated with physician offices to obtain information and orders.
• Performed other administrative tasks and data entry.
• Prioritized client privacy with standardized HIPAA practices.

Bachelor Of Science (Bs), Business Administration And Management, General

Liberal Arts And Sciences/Liberal Studies