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Rec ID 1797 - Sr Technical Support Consultant

Pune, Maharashtra, India

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    Senior Technical Support Consultant
Job Level    P3
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    •    Provide excellent support of organization's products and should be ready to get cross-trained quickly. 
•    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
•    Ability to write and execute Structured Query Language (SQL) code
•    Tracks and documents inbound support requests and ensures proper notation of client problems or issues
•    Documents problems and solutions to train lower-level support on how to properly address client or product problems
•    Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or L3 ticket to improve on current design or to identify possible problems with design
•    Assist clients in troubleshooting Altera products
•    Assists consultants during deployment/upgrade of client sites
•    Achieves established support goals
•    Stays abreast of current technology in products, design changes, and new products offered
•    Works directly with clients on very complex or multifaceted problems, leading the effort through ongoing engagement, in some instances
•    Acts as a lead support resource, handling issues that are subject to high-profile escalations for that entire product
•    Handles all specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera
•    Assists training to team members and documentation as needed
JOB REQUIREMENTS    
Experience    Min 4 to 5 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
Skills and Abilities    •     Strong organizational, communication, interpersonal, and time-management skills with the ability to multi-task and prioritize.
•    Understanding of US Healthcare workflow, healthcare related applications, HIT terminology, patient care environments.
•    Good troubleshooting and ability to resolve technical issues
•    Ability to communicate with diverse audiences
•    Understanding of mid-high level technical concepts
•    Exposure on interaction with international clients (USA).
•    Hands on experience on application/ product support.
•    Demonstrates excellent troubleshooting / analytical skills
•    Hands on experience with ITIL concepts like Incident Management, Problem Management, Change Management, Knowledge Management, etc.
•    Experience with SQL queries, MS SQL Server, T-SQL, Azure, etc. 
Good to Have    •    Potential to identify revenue generating opportunities and work with their management team to realize these opportunities
•    Experience in troubleshooting Web Application, Dotnet issues by reviewing Event Viewer, Application Logs, IIS Logs and any other F12 Developer Tools.
•    Knowledge of Fiddler and Perfmon
•    Has proficient level understanding of software development life cycle.
•    Understanding of Web Server (IIS)
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

 

 

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