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. 

 

 

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. 


* Diagnose, triage, and analyze complex client issues, collaborating with internal teams including Development, Hosting, and Professional Services to drive resolution.

·       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 working late evening and night shift.

·       Position require participation in after-hours, weekends, holiday and on-call support. 

 

Qualifications

Academic Requirements


* Bachelor’s degree in computer science, Engineering, Nursing, Pharmacy, Nursing Informatics, or related discipline.


* Equivalent combination of healthcare, clinical, and information technology experience may be considered.

 

Experience


* 3+ years of relevant experience in technical support, healthcare IT, enterprise software support, or related technical domain.


* Experience supporting international clients across multiple regions and time zones.


* Strong written and verbal communication skills with a customer-focused approach.


* Ability to work effectively both independently and as part of a collaborative team.


* Ability to effectively prioritize and manage multiple tasks while consistently meeting deadlines.


* Experience with writing SQL and T-SQL queries using Microsoft SQL Server


* Basic experience troubleshooting software issues and performing deep technical analysis.


* Experience collaborating with cross-functional teams and managing complex client situations.


* Good to have basic understanding of HL7


* Good to have basic understanding of functional and technical knowledge of enterprise healthcare software solutions.


* Good to have basic understanding of healthcare workflows, clinical systems, and healthcare industry practices.

 

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