
Lead Technical Support
3 weeks ago
Join to apply for the Lead Technical Support (Onsite, Lahore, PKR Salary) role at HR POD Careers.
Job Details1 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.
- 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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