Expert Technical Support Consultant

Job Description

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. Altera – Expert 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. This is a Remote role. Responsibilities Possesses sound knowledge of 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 Leverages common industry tools used for OS, SQL, Networking. 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 issue case to improve on current design or to identify possible problems with design Assists field technicians who are troubleshooting problems or repairing product. 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, at the client site 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 Allscripts Provides formal training to team members and documentation as needed Identifies opportunities for cost saving through increased efficiency and the development of tools Identifies potential revenue generating opportunities and work with their management team to realize these opportunities Acts as a single point of contact for client specific engagements in absence of his/her manager May participate in new hire process. Interviews potential new hires and participates in selection process Qualifications Academic and Professional Qualifications: Bachelor's Degree or equivalent work/technical related experience Certifications as needed for a specific technical role and/or relevant experience. ITIL Certification Experience: 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred) 2-3 years of the total experience should be at the Senior level Displays mastered level knowledge of the following: Altera Solutions and knowledge of Altera clients and familiarity with the healthcare industry in general Microsoft technologies as well as other 3rd party technical solutions, OS/DB/SQL, networking and security Knowledge of writing advanced scripts to perform troubleshooting Software support experience demonstrating troubleshooting / analytical skills Software development life cycle Configuring and using one or more applications or components Travel Requirements: None Working Arrangements: Work is performed in a remote environment with minimal exposure to health or safety hazards Altera offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. 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. Applicants for North American based positions with Altera must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans This is an official Altera Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site. 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 Show more Show less