Lead Technical Support

12 hours ago

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

Join to apply for the Lead Technical Support (Onsite, Lahore, PKR Salary) role at HR POD Careers.

Job Details

1 day ago Be among the first 25 applicants.

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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