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.

Experience:

• 3+ years of relevant work experience in software/application support or a related technical domain.