The Technical Support Specialist will provide first-line support for healthcare applications, diagnosing and resolving technical issues via phone and email. Responsibilities include logging support requests, executing SQL queries for data analysis, documenting support activities, collaborating with teams to resolve issues, and ensuring exceptional customer service while adhering to compliance standards.
Company Description
Sutherland is seeking a strategic-thinking and dynamic person to join us as Assoc Engineer. We are a group of driven and energetic individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description
We are seeking a talented and dedicated Technical Support Specialist to join our team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for customer service.
- Provide first line of support for healthcare Applications reported by users.
- Diagnose and resolve technical problems via phone and email.
- Log and track all support requests using a ticketing system to ensure timely follow-up and resolutions.
- Write and execute SQL queries to analyze system logs, database tables, and other data sources.
- Use SQL to identify trends, anomalies, and potential root causes.
- Optimize SQL queries for performance and efficiency.
- Document all support activities and resolutions in the ticketing system as part of process and for future reference.
- Update the knowledge base with new solutions, tips and best practices
- Collaborate with other teams- PM (Practice Management), EHR(Electronic Health records), Patient Portal,HL7 Interfaces, API’s, Mobile etc. to resolve dependent issues.
- Participate in team meetings to discuss issues, process improvement and product updates.
- Maintain a high level of professionalism and interaction with the Direct and end customers.
- Strive to deliver exceptional customer service and support to enhance user satisfaction.
- Ensure compliance with organization polices, including data protection and security standards(PHI, HIPAA , etc.)
Qualifications
To succeed in this position, education & skills required:
- Academic: Bachelor / Master’s Degree in Computing / IT required
- 1 to 4 years of relevant work experience
- US Healthcare/ Application support experience preferred
- Strong technical skills, including knowledge of operating systems, databases, and networking.
- Excellent problem-solving and troubleshooting skills.
- Strong verbal and written communication skills;
- Knowledge of ITIL best practices is a plus.
Additional requirements:
-
- Must be willing to work in the night shift (US EST time)
- Owing to the nature of the work (Support environment), the role requires after hours work and / or weekend work, all work will be compensated in the form of time off or pay
If you are a passionate and dedicated individual with a strong technical background, we encourage you to apply.
Additional Information
US EST shift timing
Top Skills
SQL
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