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 of relevant work experience in software/application support or a related technical domain.