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.

Technical Support Consultant