Overview
Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
This is a Remote role.
- Demonstrated experience in writing and executing complex SQL and T-SQL queries using Microsoft SQL Server.
- Basic understanding of Microsoft Windows Server administration and troubleshooting.
- Experience supporting international clients across multiple regions and time zones.
- Proven ability to provide high-quality application and product support in complex customer environments.
- Hands-on experience troubleshooting issues related to Microsoft Windows Server and SQL Server.
- Strong software support experience with excellent analytical and troubleshooting skills.
- Experience performing issue diagnosis and root cause analysis through log analysis, tracing tools, and collaboration with cross-functional teams.
- Good understanding of the Software Development Life Cycle (SDLC).
- Experience managing and troubleshooting healthcare interfaces using HL7.
- Ability to work effectively both independently and as part of a collaborative team.
- Strong written and verbal communication skills with a customer-focused approach.
- Ability to effectively prioritize and manage multiple tasks while consistently meeting deadlines.
- Flexible to work across different shifts based on business requirements.
Responsibilities: -
- Interact with customers to help troubleshoot and resolve highly complex product problems or issues.
- Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, SQL Server, HL7, and bugs/enhancements.
- Track and document inbound support requests and ensure proper notation of customer problems or issues.
- Document problems and solutions to train lower-level support on how to properly address customer or product problems.
- Document issues and customer requests, following standard operating procedures and meeting SLAs.
- Communicate with the product development department to improve the current design or to identify possible problems with the design.
- Stay abreast of current technology in products, design changes, and new products offered.
- Position require participation in after-hours, holiday and on-call support.
Qualifications
Academic and Professional Qualifications:
- Bachelor's Degree or equivalent work/technical related experience
- Certifications as needed for a specific technical role and/or relevant experience.
- ITIL Foundation Certification is an added advantage.