Overview

Provides technical support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.

Responsibilities

Interact with customers to help troubleshoot and resolve highly complex product problems or issues.
Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, SQL Server, HL7, and bugs/enhancements.
Track and document inbound support requests and ensure proper notation of customer problems or issues.
Document problems and solutions to train lower-level support on how to properly address customer or product problems.
Document issues and customer requests, following standard operating procedures and meeting SLAs.
Diagnose, triage, and analyze complex client issues, collaborating with internal teams including Development, Hosting, and Professional Services to drive resolution.
Communicate with the product development department to improve the current design or to identify possible problems with the design.
Stay abreast of current technology in products, design changes, and new products offered.
Position require working late evening and night shift.
Position require participation in after-hours, weekends, holiday and on-call support.

Qualifications

Academic Requirements

Bachelor's degree in computer science, Engineering, Nursing, Pharmacy, Nursing Informatics, or related discipline.
Equivalent combination of healthcare, clinical, and information technology experience may be considered.

Experience

3+ years of relevant experience in technical support, healthcare IT, enterprise software support, or related technical domain.
Experience supporting international clients across multiple regions and time zones.
Strong written and verbal communication skills with a customer-focused approach.
Ability to work effectively both independently and as part of a collaborative team.
Ability to effectively prioritize and manage multiple tasks while consistently meeting deadlines.
Experience with writing SQL and T-SQL queries using Microsoft SQL Server
Basic experience troubleshooting software issues and performing deep technical analysis.
Experience collaborating with cross-functional teams and managing complex client situations.
Good to have basic understanding of HL7
Good to have basic understanding of functional and technical knowledge of enterprise healthcare software solutions.
Good to have basic understanding of healthcare workflows, clinical systems, and healthcare industry practices.

Travel / Shift Requirements

Some travel may be required for client engagement, collaboration, or onsite support activities.
Participation in after-hours and on-call support rotations will be required to support critical client needs.

Altera's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Technical Support Consultant

Technical Support Consultant