Technical Support Consultant Job Description

Technical Support Consultant Job Description Template

Our company is looking for a Technical Support Consultant to join our team.

Interact with customers to help troubleshoot and resolve complex technical product problems or issues;
Document problems and solutions to train lower-level support on how to properly address customer or product problems;
Communicate with product development department to improve on current design or to identify possible problems with design;
Stay abreast of current technology in products, design changes, and new products offered;
Track and document inbound support requests and ensure proper notation of customer problems or issues;
May travel to client site in order to resolve extremely complex customer and product issues;
Manage escalations to ensure timely and high quality resolution of all issues;
Analyze user problems and develop trouble shootingsolutions;
Update knowledge and skills regularly through in-house and external courses, manuals, and new applications;
Monitoring & maintaining availability of customer’s ‘Lync’ and ‘Skype for Business’ infrastructure;
Identifying, and correcting network issuesCreate technical specifications and best practices;
Write technical articles contributing towards product knowledge base;
Improve existing systems by analyzing areas of modification with a team or individually Maintain systems by monitoring,
Ability to analyse and interpret data, capture and trace logs to resolve customer issues in live working environment.

Strong understanding of RDBMS, SQL JOINs, Stored Procedures, Subqueries, Functions, SQL Profiler Trace;
US Healthcare Revenue Cycle knowledge / experience preferred;
Track and document inbound support requests and ensure proper notation of customer problems or issues;
Stay abreast of current technology in products, design changes, and new products offered;
Professional Certification such as MCITP or MCP preferred;
May travel to client site in order to resolve extremely complex customer and product issues;
Minimal travel may be required for client support and training;
Bachelor’s or Master’s Degree in computer science/IT or relevant work experience;
Interact with customers to help troubleshoot and resolve complex technical product problems or issues;
Communicate with product development department to improve on current design or to identify possible problems with design;
Excellent problem-solving skills required;
Document problems and solutions to train lower-level support on how to properly address customer or product problems;
Professional Certification such as MCSA or HL7 certification preferred.