Pratik D Email & Phone Number

Pune, Mh, In

-Responsible for creating users, maintaining accounts, password resets in various Allscripts applications like Practice Management (PM) and Electronic Health Records (EHR) and giving them necessary rights and access levels as required.-Investigating the incidents/request/cases and routing it to the relevant sources and notifying the team about the case depending on the severity of the issue.-Responsible for answering Inbound/Outbound calls both from Allscripts Internal/External Clients and responsible for logging Service Now tickets with detailed description, taking ownership of the tickets and perform initial troubleshooting steps and provide resolution within SLA time frame.-Responsible for routing the tickets to the relevant L2 teams after issue is not fixed after initial troubleshooting.-Chat Support: Assisting the client with the basic issues via. chat support. Routing the cases to the relevant team and providing the follow up with the cases assigned to the analyst.-Maintain CSAT of 4+ out of 5 by providing excellent customer service.-Utilize previously acquired technical experience to assist the client with a resolution.-Supported 300+ clients of Allscripts across US, UK, Singapore, Australia etc.