Technical Support Consultant
RemoteIndia
Job Summary
Interact with customers to troubleshoot and resolve highly complex product problems involving system configurations, SQL Server, HL7, and bugs. Diagnose and resolve complex issues over the telephone or Internet, collaborating with internal teams including Development, Hosting, and Professional Services to drive resolution. Track, document, and analyze inbound support requests while ensuring proper notation of customer problems and solutions for training purposes. Communicate with the product development department to improve current design or identify potential design problems. Stay abreast of current technology, design changes, and new products offered. Work late evening and night shifts, participating in after-hours, weekends, holiday, and on-call support rotations to meet SLAs. Some travel may be required for client engagement or onsite support activities.
Required Qualifications
- Bachelor's degree in computer science, Engineering, Nursing, Pharmacy, Nursing Informatics, or related discipline
- Equivalent combination of healthcare, clinical, and information technology 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
- Position require working late evening and night shift
- Position require participation in after-hours, weekends, holiday and on-call support
- Some travel may be required for client engagement, collaboration, or onsite support activities
- Participation in after-hours and on-call support rotations will be required to support critical client needs
Desired Qualifications
- 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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