Technical Support Consultant

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 ...