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

• 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

JOB REQUIREMENTS
Experience 2 to 4 Years
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.

Skills and Abilities

• 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.
• Has good level software support experience

Good to Have

• Experience in troubleshooting Web Application issues by reviewing Event Viewer, Application Logs, IIS Logs and F12 Developer Tools.
• Knowledge of Fiddler and Perfmon
• Has proficient level understanding of software development life cycle.
• Knowledge of Web Server (IIS)

Work Arrangement and Shift :
• 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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Rec ID 1190 - Technical Support Consultant

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