Responding to and resolving queries and issues related to company's medical management system and configurations.Providing user education and information via email and telephone, in line with best practice guidelines.Ensuring that incoming user phone calls are picked up and are handled in a professional manner.Logging all incoming user queries on the support management system.Ensuring all user email communication is documented and followed through to resolution.Showing initiative and investigating possible causes/solutions independently on a daily basis.Escalating issues to other teams where appropriate including forwarding queries to Accounts, Management or second line support.Logging of complex issues for investigation by other departments.Taking initiatives to design and maintain procedures (e.g. templates) where appropriate.Creating system documentation and maintaining a knowledge base so as to ensure that system knowledge is retained internally.Managing incoming user issues and queries according to ticket status severity and overall user impact.Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.

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