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.