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Expert Technical Support Consultant - Req 1940

India

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.

Job Summary:
We are seeking an Expert Technical Support Consultant with deep expertise in SQL, HL7, and application troubleshooting. The ideal candidate will have strong experience in supporting complex healthcare applications, working with international clients, and troubleshooting issues related to Microsoft Windows Server and SQL Server. This role requires excellent problem-solving abilities, strong communication skills, and the ability to work in a fast-paced, customer-focused environment.

Job Qualifications

Minimum Qualifications:

  • Expert-level proficiency in SQL, including writing queries, MS SQL Server, T-SQL, SQL Profiling, and troubleshooting deadlocks, space issues, performance issues, and job-related issues.
  • Strong understanding of Windows Server administration (task scheduler, task manager, folder permissions, security, sharing, storage, etc.).
  • Experience in troubleshooting and supporting Microsoft Windows Server and SQL Server.
  • Significant experience in software/product support with expert-level troubleshooting and analytical skills.
  • Comprehensive understanding of the software development life cycle.
  • Experience working effectively in both team environments and independently.
  • Excellent written and oral communication skills, with the ability to interact with clients at all levels.
  • Experience in interacting with international clients.

Additional Qualifications (Nice to Have):

  • Knowledge of healthcare applications, patient care environments, and industry terminology.
  • Relevant certifications (e.g., Microsoft SQL, Windows Server, Healthcare IT, or Health Care Informatics).
  • Experience managing healthcare interfaces using HL7.
  • Ability to multitask effectively and meet deadlines with a strong customer-centric focus.

Soft Skills & Behavioral Competencies:

  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.
  • Ability to work independently to troubleshoot and resolve/escalate issues.
  • A team player with a collaborative approach.
  • Willingness to work in flexible shifts, including after-hours and on-call support.
  • Minimum of 7 years of experience in a support or similar role within healthcare applications.

Day-to-Day Responsibilities

  • Provide software application support to hospital IT staff via remote administration technologies.
  • Troubleshoot and resolve complex software issues for international clients.
  • Track and document inbound requests while ensuring proper case documentation, adherence to standard operating procedures, and meeting SLAs.
  • Educate clients on application functionality and software error resolution while providing feedback to the product development team.
  • Handle priority support cases, including incidents and requests, taking necessary action and providing regular client updates.
  • Create knowledge base articles and document defects as part of problem management processes.
  • Utilize change management and patient safety processes.
  • Collaborate with internal teams such as Development, Services, and other Product Support teams.
  • Mentor team members on SQL and conduct product-related knowledge transfer (KT) sessions.
  • Handle support escalations, including P1/P2 calls and bridge calls as needed.
  • Provide on-call production support on a rotational basis for P1 and P2 tickets.
  • Engage with clients, vendors, and internal teams to ensure issue resolution and client satisfaction.

Working Arrangements

  • Flexible policy allowing employees to work from home and/or office.
  • Willingness to work in a 24×5 shift model.
  • Willingness to work during after-hours and holidays as on-call support.

 

 

 

 

 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.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com

 

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