Lead Technical Support

3 weeks ago


Lahore, Punjab, Pakistan HR POD Careers Full time
Lead Technical Support (Onsite, Lahore, PKR Salary)

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Job Details

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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.
  • Continuously educate and improve the support team members to have current knowledge on the products and technology to troubleshoot effectively.
  • Collaborate with internal departments to deliver a unified customer experience.
  • Monitor support workflows and ensure adherence to SLAs, response times, and quality benchmarks.
  • Optimize internal processes, tools, and documentation for efficiency and scalability.
  • Troubleshoot customer-reported problems and resolve technical issues.
  • Communicate customer needs to the product team.
  • Respond to inquiries about features and capabilities of our solutions.
  • Develop customer-facing documentation as needed.
  • Log, track, and communicate status of customer issues.
  • Address system availability issues through application monitoring.
Requirements:
  • Bachelors or Masters in CS, Health IT, Business, or a related field.
  • At least 2 years of hands-on coding experience (preferred).
  • 7+ years of experience handling and managing technical queries.
  • Experience with U.S. healthcare standards such as HL7, FHIR, or value-based care (a plus).
  • Certifications in Customer Success, ITIL, or related frameworks (advantageous).
  • Strong debugging and troubleshooting skills.
  • Understanding of web-based applications' technical fundamentals.
  • Experience with relational databases (SQL Server, Oracle) is a plus.
  • Knowledge of HL7 (V3 preferred), XML, and web services.
  • Experience with enterprise systems like Jboss and WebLogic.
  • Excellent troubleshooting skills in Windows environments.
  • SaaS environment experience is a plus.
  • Experience with EMR software such as EPIC, AllScripts, etc. is a plus.
  • Excellent communication and customer service skills.
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