Nuance

  • Product Support Engineer

    Location IN-Bangalore
    Job ID
    1-40784
    Category
    Professional Services - Software Development or Programming
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.   Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.  


    Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

    Job Summary

    Summary: 

    Dragon Medical Team is responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure.  Actively contribute to ongoing process improvement. 

     

    Junior Product Support Specialist - will assist the staff at the front counter in providing quality customer service under direct supervision of the Manager of User Services in various assignments related to the product and will be responsible for the following duties:

     

    Responsibilities:

     

    • Provide friendly and helpful customer service as first point of contact via calls.
    • Provide technical support via Email, Chat, Web, and Phone channels to external and internal customers and create cases for every documented issue.
    • Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
    • Walk customers through installing applications and computer peripherals.
    • Basic knowledge of Windows troubleshooting, IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
    • Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
    • Availability for 24x7x365 staffing assignments (on-call) as required.
    • Other duties as assigned.

     

    Qualifications

     

    Number of Years of Work Experience: Must have at least 2-3 years relevant work experience

     

    Required Skills:

     

    • Technical competencies:

    o   Hands-on experience with Windows OS environments

    o   Demonstrated experience with either support or administration of Windows desktop and server platforms

    • Strong written and verbal communication skills.
    • Facilitate customer conference calls or inbound calls and manage the resolution of critical customer account issues.
    • Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
    • Bachelor’s Degree in IT/Computer Science

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

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