Lead Technical Support

3 weeks ago

Lahore, Punjab, Pakistan HR POD Careers Full time
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.
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