Rec ID 1799 - Associate Technical Support Consultant
Job Description
Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest and dbMotion solutions.At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
Altera is committed to the growth and development of our associates. Does the job description below look like a great fit for your skill set Feel free to apply (your current manager will receive an email advising that you have done so), or reach out to the recruiter for this opening to learn more about the requirements and your potential candidacy prior to submitting your application.
Job Title Associate Technical Support Consultant
Job Level P1
Job Family Support
JOB SUMMARY Provides technical support to clients running Altera solutions. Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
A good candidate for this position will be familiar with healthcare customer service in this role, you will be responsible for answering questions from clients. To be successful as a health care customer service representative, you will need to be able to answer customer questions quickly and accurately.This means being able to survey vast amounts of information very quickly without overlooking anything important. You should also have a warm personality and the ability to provide excellent customer service.
ESSENTIAL FUNCTIONS/ MAJOR JOB RESPONSIBILITIES- Support organization's products and have quick grasping power to learn basics.
- Follows all Standard Operating Procedures SOP's (i.e. Patient Safety and Compliance)
- Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
- Understand Structured Query Language (SQL) code
- Tracks and documents inbound support requests and ensures proper notation of client problems or issues
- Documents problems and solutions on how to properly address client or product problems
- Maintains a log (SNOW) of issues and escalates client feedback regarding issues to seniors and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
- Assists consultants during deployment/upgrade of client sites
- Achieves established support goals
- Works directly with clients on basic to complex problems, leading the effort through ongoing engagement
- Handles most of the specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera
Job Requirements
Experience 1 to 2 Years
Qualification Academic and Professional Qualifications:
- Bachelor's Degree or equivalent technical/business experience
- Certifications as needed for a specific technical role and/or relevant experience
- Excellent oral communication and organizational skills
- Basic understanding of US Healthcare workflow, healthcare related applications, HIT terminology, patient care environments.
- Ability to understand, troubleshoot and resolve technical issues
- Ability to communicate with diverse audiences
- Understanding of mid-high level technical concepts
- Good organizational, communication, interpersonal, and time-management skills with the ability to multi-task and prioritize.
- Exposure on interaction with international clients (USA).
- Hands on experience on application/ product support.
- Has good level software support experience demonstrating troubleshooting / analytical skills
- Basic understanding of SQL queries, MS SQL Server, T-SQL etc.
- Basic understanding of Web Server (IIS).
- Basic knowledge of Web Application components like Event Viewer, Application Logs, IIS Logs and F12 Developer Tools.
Work Arrangement and Shift Working Arrangements:
- Coverage of US Shifts 8:00 AM EST to 8:00 PM EST
- Standard work week or as defined by assignment requirements
- Able and willing to work after-hours, on-call and/or holidays
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.
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