We are seeking a Technical Support Specialist to join our team and provide exceptional technical and customer service support for our Diagnostic Solution products. In this role, you will be responsible for assisting users with product issues and concerns, analyzing software and hardware problems, and communicating solutions effectively. Additionally, you will contribute to customer research, testing, and product discovery to ensure our offerings meet the needs of our users. This position requires a strong technical background, particularly in HL7 interface, MS SQL Server, and Healthcare workflow, as well as excellent problem-solving skills and a commitment to operational excellence.

Responsibilities

Technical Knowledge

• Provide technical support via email and web ticket handling to external and internal customers.
• Research, analyze, document, and manage resolutions to technical issues related to Nuance products and supporting technologies.
• Stay current with evolving technology landscapes and contribute to the adoption of new solutions.
• Utilize strong SQL skills to troubleshoot complex issues and write SQL queries as needed.

Operational Excellence

• Participate in on-call rotations to troubleshoot issues and deploy appropriate fixes.
• Collaborate with product teams to address major customer impacting issues and escalate complex issues affecting multiple components or features.
• Adhere to security, privacy, and compliance standards and work with relevant teams to address issues.

Specialty Responsibilities

• Coordinate multiple work streams and resources in crisis situations to drive mitigation plans and resolve issues.
• Identify key issues, recommend mitigation strategies, and drive adherence to best practices.
• Troubleshoot system issues, conduct root cause analyses, and communicate findings with stakeholders.
• Drive improvements in crisis response and stability by creating standard practices and reducing noise.

Qualifications

Required

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• 5+ years of technical experience in software engineering, network engineering, service engineering, or systems engineering.
• Industry relevant certifications like MCSE, CCNA are a plus.

At Microsoft, we are committed to fostering an inclusive workplace where all individuals are valued and empowered. We celebrate diversity and encourage applicants from all backgrounds to apply. If you require assistance or accommodations during the application process due to a disability, please let us know.

Join us in shaping the future of technology and making a positive impact on the world! Apply now to become part of our dynamic team.