Job Details
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Job Description
- Providing high-quality after Implementation technical support for systems at the customer site or in the office via telephone, e-mail, or web, through documentation preparation and awareness of technical systems.
- Applying the customer new requirements
- Analysis, troubleshooting and solve customer issues
- Escalating to the Dev team in case the issues are related to the product
Job Requirements
- Bachelor’s degree in Electrical/Biomedical/computer science/software engineering or information systems.
- Good understanding of company’s products and services.
- An understanding of business processes and constraints.
- Comply with department certification and education requirements as per the qualification matrix.
- Minimum 2 years of experience in a similar position
- Certification in Microsoft Operating systems, Linux, or Cisco is advantageous.
- Certification in Database Management, Data Maintenance, Database Performance Tuning.
- Good knowledge of database concepts and relations.
- Good knowledge of database tables, stored procedure, views and scripts.
- Front line implementer to our clients by phone, email, and web conferencing.
- Troubleshooting solutions to questions that arise in a timely manner.
- Becoming an expert in our software and staying on top of new and changing features.
- Working with the team to identify and solve potential product issues.
- Ensuring customer satisfaction with our service.
- Training customers on how to use the software.
- Informing management of recurring problems or Clients at risk.
- Offering suggestions to customers on how to implement the software in their practice.
- Respond to database related queries and issues in a timely fashion.
- Monitor database activities on daily basis to ensure the reliability and security of databases.
General:
- Excellent communication and listening skills.
- A strong software and computing background is essential.
- Organized and able to accurately log, track, and manage support requests.
- An empathetic, detail oriented, problem solver.
- Previous experience in a technical support capacity is preferred.
