Job Description

Providing technical and customer service support for a Diagnostic Solution product. Assisting users with product issues and concerns and communicating steps to resolve problems. Identifying and analyzing problems with software and hardware, including failures, bugs and system issues. Work on cases/tickets according to established departmental practices. Document all interactions following standard operating procedures. You also conduct customer research, testing, and product discovery to understand the needs behind your customers' requests.

Responsibilities

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Provide technical support to customers via phone email and web tickets. Deliver prompt, high-quality service, resolving issues quickly or escalating when needed. Research, analyse, and document solutions for problems related to Microsoft Healthcare products and supporting technologies. Establish processes, policies, and procedures; create technical documentation for newsletters, knowledge bases, and manuals. Demonstrate strong HL7 interface and system integration troubleshooting skills. Resolve critical customer issues by analysing application exceptions. Identify and assess events during system outages using platform and network expertise. Apply SQL skills to troubleshoot complex queries. Work closely with technical teams and customer IT staff as required. Be available for 24x7 rotational shift assignments with On-Call Duties.

Qualifications

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A bachelor's degree in computer science, Engineering, combined with a minimum of 3+ years of relevant experience supporting software products on a global scale. Experience supporting healthcare software products is preferred. Deep understanding of US, Canada and Latin America markets, customers is a must.



Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.