Sr Technical Support Consultant

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Allscripts TouchWorks®, Allscripts® 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.

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

• 5+ 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.
• Advanced experience with writing SQL and T-SQL queries using Microsoft SQL Server.
• Demonstrate good understanding of Microsoft Windows Server administration and troubleshooting.
• Hands-on experience troubleshooting issues related to Microsoft Windows Server and SQL Server.
• Good experience troubleshooting software issues and performing deep technical analysis.
• Experience collaborating with cross-functional teams and managing complex client situations.
• Demonstrate good understanding of the Software Development Life Cycle (SDLC).
• Good to have experience managing and troubleshooting healthcare interfaces using HL7.
• Good to have understanding of functional and technical knowledge of enterprise healthcare software solutions.
• Good to have 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.