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Sr Analyst
Job
HCLTech
El Paso, TX (In Person)
Full-Time
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Job Description
El Paso, Texas Job Summary To independently troubleshoot/resolve assigned tickets and provide support in adherence to agreed SLA and quality standards of the company. General Technical Support Provide first-line technical support to customers via phone, email, and remote tools. Troubleshoot and resolve software, ordering, and invoicing issues. Document all customer interactions and technical steps in the ticketing system. Collaborate with cross-functional teams to escalate and resolve complex issues. Maintain up-to-date knowledge of company products, services, and support protocols. Participate in ongoing training and professional development activities. Ensure compliance with company policies and industry regulations. Contribute to knowledge base articles and internal documentation. Support onboarding and training of new team members as needed. 340B Program Support, 340B Order Link Portal Create and manage purchase orders within the 340B Order Link Portal. Oversee and execute auto order scheduling for 340B program participants. Maintain accurate and timely records of all 340B-related transactions. Contract Pharmacy Partner Support Provide support to contract pharmacy partners, including troubleshooting and resolving portal or order issues. Maintain and provide purchase order history for contract pharmacy partners. Serve as a point of contact for contract pharmacy inquiries and escalations. 340B Program Maintenance Perform ongoing maintenance of the 340B program, including updates to participant information, eligibility, and compliance documentation. Monitor program performance and proactively address potential issues. Self-Service Tools & Reporting Guide customers and partners in the use of self-service tools for order management, reporting, and troubleshooting. Generate and distribute regular and ad-hoc reports related to 340B program activity, compliance, and financials. Invoicing Prepare, review, and process invoices related to 340B program transactions. Collaborate with finance and accounting teams to ensure accurate and timely billing. Address and resolve invoicing discrepancies or customer inquiries. Key Responsibilities 1. To provide support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. 4. To maintain high login Efficiency (Availability) for customers. 5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. 6. Work on value adding activities such Knowledge base update & self development. Maximum Salary (US): 82000 Minimum Salary (US): 54000 #body.unify div.unify-button-container .