Lead Technical Support
Lead Technical Support
Posted on :
30-08-2025
Employer Active
1 Vacancy
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Job Description
Requirements:
- Bachelors or Masters in CS Health IT Business or a related field.
- Prior hands-on coding experience of at least 2 years will be preferred.
- 7 Years of Experience of Handling and managing technical queries
- Experience with U.S. healthcare industry standards such as HL7 FHIR or value-based care is a plus.
- Certifications in Customer Success ITIL or related frameworks are advantageous.
- Ability to debug and troubleshoot code-related issues efficiently.
- Excellent understanding of the technical fundamentals of web-based applications.
- Hands-on experience in relational databases (SQL Server Oracle) is a huge plus
- Knowledge in HL7 (V3 preferred) XML and web services.
- Experience working with enterprise systems such as Jboss and WebLogic.
- Excellent troubleshooting ability in a Microsoft Windows environment.
- Experience working in a SaaS environment a plus.
- Experience with Electronic Medical Record Software like EPIC AllScripts AdvancedMD AthenaHealth Elation eClinicalWorks etc is a plus.
- Excellent written and verbal communication skills. Strong customer service skills.
Responsibilities:
- Effectively debug and troubleshoot code-related issues to support clients and internal teams.
- Act as the primary escalation point for critical customer issues ensuring timely and satisfactory resolutions.
- Continuous education and improvement of the support team members to have current knowledge on the products and technology to effectively and efficiently troubleshoot the issues.
- Collaborate with internal departments to deliver a unified and proactive customer experience.
- Monitor support workflows and ensure adherence to SLAs response time and quality benchmarks.
- Optimize internal processes tools and documentation to enhance efficiency and scalability.
- Troubleshoot problems reported by customers and help solve technical issues.
- Communicate customer needs and wishes to our product team.
- Answer questions from customers as well as prospective customers about the features and capabilities of our solutions.
- Develop customer-facing documentation for our solutions on an as-needed basis.
- Log and track customer issues and communicate status back to the customer.
- Address issues resulting from application monitoring to ensure system availability.
Employment Type
Full Time
Key Skills
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