Technical Support Consultant (Application/Product support)

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.

RESPONSIBILITIES:-

• Support organization's products
• 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
• Able to read 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 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 issue case 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
• Works directly with clients on complex or multifaceted problems, leading the effort through ongoing engagement
• Handles all specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera

Experience and Qualifications:-

• 2-4 Years
• Must be willing to work in shifts
• Must have good communication skills
• Good organizational, communication, interpersonal, and time-management skills with the ability to multi-task and prioritize.
• Familiar of US Healthcare workflow, healthcare related applications, HIT terminology, patient care environments.
• Able to troubleshoot and resolve technical issues
• Ability to communicate with diverse audiences
• Familiar with mid-high level technical concepts
• Exposure on interaction with international clients (USA).
• Hands on experience on application/ product support.
• Basic understanding of troubleshooting / analytical skills
• Awareness of ITIL concepts like Incident Management, Problem Management, Change Management, Knowledge Management, etc.
• Experience with SQL queries, MS SQL Server, T-SQL etc

Qualification:-

Graduate in Computer Science, Nursing, Pharmacy, Nursing Informatics or combination of equivalent skills and experience in information technology, clinical health care, or health care admissions and financials.

 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