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.