The primary role of Technical Support Specialist is to provide technical support to customers experiencing problems with software and data discrepancies. Key deliverables include; following SLA, working with different teams, diagnosis and fixing software related issues, partnering with customers to fulfill needs, documenting procedures and resolutions.
Let’s talk about Responsibilities
- Triage and prioritize escalated customer cases from the Customer Support team
- Communicate with customers to precisely define software cases
- Use SQL database queries and scripts to gather detailed information on customer support cases
- Identify and provide workarounds for customer cases whenever possible
- Involved in identifying billing system glitch and provide permanent solutions.
- Involve in major software testing including unit testing, functional testing and regression test
- Design, test and implement simple data scripts
- Debugging stored procedures, functions, views, indexes, triggers, etc.
- Communicate case resolutions to customers
- Providing the on-call production support to client/Business to meet the requirements for Patient Care reports
- Provide best practice direction on software use to help users avoid recurrence of cases
- Document software defects using defect tracking system and report defects to software engineers
- Provide the major production support and satisfactory resolution to user
Let’s talk about Qualifications and Experience
- 4 year degree or equivalent work experience
- 2+ years of relational database experience
- Must demonstrate an ability to learn complex business software and master best practice use of the software
- Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues
- Must have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data
- Strong analytical capabilities, data analysis techniques and common database query skills
- Basic understanding of AI prompts
- Background in SQL Queries, including updates/deletes
- Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
- Strong interpersonal and communication skills
- Experience working in a SaaS model a plus
- Proficient in the Windows operating system
- Ability to manage multiple concurrent priorities and meeting deadlines