Establish and maintain positive, proactive working relationships with customers and internal stakeholders.
Provide advanced technical support to customers by responding to complex product functionality and usage inquiries via telephone and online channels.
Serve as the primary liaison between the company and clients; travel to client sites when required.
Deliver superior customer service in alignment with customer satisfaction metrics.
Monitor product performance using system monitoring tools and provide regular status reports.
Perform quality assurance (QA) activities related to issue resolution arising from support requests.
Create and analyze datasets to reproduce and investigate customer-reported issues.
Diagnose reported issues to determine whether they are configuration changes or software defects, and communicate findings to analysts, development teams, or sales consultants as appropriate.
Log, track, and comprehensively document all customer issues in the ticketing system.
Communicate customer feedback to the product development team and maintain in-depth knowledge of company products.
Keep customers informed regarding issue status, resolution timelines, and outcomes.
Participate in follow-up activities, testing, and troubleshooting as required.
Ensure proper escalation and coordination with other departments and quality assurance teams.
Perform software installation and implementation while ensuring client timelines and requirements are met.
Collaborate with IT Help Desk and Network Operations teams to resolve issues related to software configuration.
Evaluate and thoroughly test software prior to Go-Live.
Perform interface requirements gathering, mapping, data transformation, and troubleshooting integration issues (logs, payload tracing, error handling).
Provide onsite application support during Go-Live activities.
Conduct onsite training sessions to ensure clients can fully utilize the software’s functionality.
Perform software upgrades to maintain stability and performance.
Collaborate with vendor support services to resolve technical issues.
Adhere to company rules, regulations, and documented project agreements and policies.
Maintain a professional image and demeanor at all times when interacting with clients.
Present ideas clearly and effectively to both technical and business audiences, in person and through virtual communication.
Attend integration meetings with internal and external stakeholders to gather requirements, prepare technical specifications, define interface requirements, and produce functional and technical design documentation.
Design and develop system-to-system integration interfaces, including data flows, APIs, plugins, and middleware.
Skills & Requirements
Bachelor’s degree in Computer Science or an equivalent discipline (preferred).
Minimum 3+ years of hands-on development experience in supporting and/or developing .NET-based applications (L2/L3 application support exposure preferred).
Strong customer relationship management and technical troubleshooting skills.
Team-oriented, detail-focused, and highly organized with efficient time management.
Solid understanding of the Software Development Life Cycle (SDLC).
Experience with SQL programming, preferably Microsoft SQL Server.
Working knowledge in system integrations using REST/SOAP APIs, web services, and integration engines and healthcare interoperability standards such as HL7.
Familiarity with integration tools and practices (e.g., Postman/Swagger, API testing, monitoring, retry/queue patterns).
Understanding of integration security concepts (OAuth2/JWT/API keys, TLS/certificates, role-based access).
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Excellent command of the English language.
Desired Competencies
Prior experience in the healthcare sector (hospital pharmacy systems) is preferred, with exposure to clinical/operational workflows.
Experience integrating AI-enabled services via APIs (e.g., LLM/chatbot, analytics) and understanding basic AI data/privacy considerations.
Strong attention to detail with the ability to multitask in a fast-paced, demanding environment.
Interested in this role?
Send your CV and cover letter to our careers team.