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.● Drive customer adoption and support ad-hoc training.● Prepare FAQ’s, upgrade notes, articles in Knowledge Base, and document support related to processes and activities.● Work on rotations shifts covering 7 days a week.

● 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).● Maintained a flexible schedule and responded to after-hours inquiries.

● 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