• Resolver problemas técnicos de software y hardware utilizando habilidades lógicas para resolver problemas y haciendo referencia a procesos y procedimientos documentados • Asistir a múltiples clientes a través de diferentes sistemas de tickets • Identificar rápida y eficientemente la información específica del cliente • Escalar tickets no resueltos al equipo apropiado para asegurar que se resuelva el problema del cliente • Utilizar los requisitos básicos del cliente dentro del marco ITIL para asignar correctamente la Urgencia e Impacto a los tickets • Proporcionar asistencia de usabilidad de EHR a los usuarios finales, incluidos, entre otros, médicos, enfermeras y terapeutas • Crear una experiencia excepcional de servicio al cliente mediante una comunicación pulida, paciencia y empatía para el cliente que llama • Trabajar de manera independiente y efectiva, manteniendo buenas interacciones en equipo • Colaborar con miembros del equipo para asegurar que los teléfonos estén cubiertos durante descansos, almuerzo, etc. • Debe tener flexibilidad en la programación para satisfacer las necesidades del negocio

• Responsible for product planning, database configuration, development specification, client testing of third-party interfaces through the conversion process to the KeyStone application. • With guidance, responsible for capturing and understanding the products and services offered by the client, as well as the processes being followed to ensure the core is built to meet the client’s needs. • Responsible for understanding and practicing basic concepts of database set up and interface functionality in order to assist third-parties and clients with integration. • Responsible for ensuring all client interfaces are set up and tested successfully within established timeframes. • Interacts with clients and third-party vendors with a high level of professionalism and diplomacy to maintain effective and fruitful partnerships. • Tracks interface development JIRAs to ensure timely completion and delivery to client. • Demonstrates a high level of organization to ensure clients are sufficiently supported and internal communication is kept current, including maintaining all JIRA tickets with current status. • Little to no independent decision making is expected. • Some travel may be required as directed by the project or for training purposes (less than 25%). • Follows established team procedures. • Performs other job-related duties as assigned.

• Responsible for gathering and analyzing development specification and interfaces through the conversion data. • Works closely with the client and collaborates with other Card Analysts and Conversion departments. • Acts as the primary liaison between Card Services and Development. • Demonstrating initiative, collaboration and teamwork to build an in-depth knowledge base of the KeyStone product and card conversion processes. • Conducts card mapping, card setup and gathers specifications with additional assistance and guidance of senior Card Analysts. • Facilitates installations and tests new versions of the card related interfaces and application software. • Protects clients from errors by frequently troubleshooting and suggesting ways to improve product.

• Support the end-to-end electricity, gas, and LPG tendering process for SME clients, with exposure to C&I and gas tenders as required. • Coordinate tender activity with energy retailers, meter providers, and internal stakeholders, gathering pricing, site, and credit information. • Prepare, format, and distribute tender documentation to retailers within agreed timelines. • Collect, analyse, and review tender submissions to produce accurate and timely procurement and cost comparison reports. • Ensure all tender data, client information, and reports are accurate, consistent, and completed within required timeframes. • Communicate tender outcomes and client feedback to retailers in a professional and timely manner. • Maintain designated programs, databases, and internal records in line with company standards. • Provide regular updates to Business Development Managers on tender progress, client status, and emerging opportunities. • Support sales and account management activities by providing accurate advice in line with Master Services Agreements. • Participate in team meetings and contribute to the ongoing improvement of reporting tools, databases, and tender processes. • Support client and retailer communication throughout the procurement process, including assisting with presentations for complex tenders where required. • Ensure all client agreements and related documentation are complete, accurate, and distributed to relevant parties within agreed timeframes. • Maintain confidentiality of client and provider information and ensure compliance with internal systems and procedures. • Take ownership of deliverables to ensure quality standards, KPIs, and client satisfaction expectations are met. • Other position-level duties as they arise.