Technical Support Specialist

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! 

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.)

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.

US EST shift timing