Sr Technical Support Consultant

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. Provide technical support for Altera products and quickly grasp new concepts. Adhere to Standard Operating Procedures (SOPs), including patient safety and compliance guidelines. Diagnose and resolve client inquiries related to system configuration, product functionality, and bugs/enhancements via phone or online communication. Understand and work with Structured Query Language (SQL) code. Track and document support requests, ensuring accurate notation of client issues. Maintain detailed records of problems and solutions for future reference. Log issues in ServiceNow (SNOW) and escalate client feedback to senior staff as needed. Collaborate with product development teams to improve system functionality. Assist consultants in deploying or upgrading client sites. Meet established support goals and maintain high levels of client engagement. Address functional and technical issues, including system/data recovery, involving necessary resources at Altera. Must haves: - Collaboration Skills - Must work well in a team setting, across global time zones. Must be willing to learn from and share information with others on the team. - Excellent written, communication, and time-management skills. Works well with others. - Troubleshooting Skills - Able to analyze complex issues independently; problem-solving ability is a must. - Basic understanding of SQL (reading/writing queries, troubleshooting data issues). - Hands-on experience with application and product support. - Basic knowledge of SQL (reading/writing queries, troubleshooting data issues), MS SQL Server. - Familiarity with Web Server (IIS) management. - Understanding of web application components, including Event Viewer, application logs, IIS logs, and developer tools. - Application and Windows Server support experience. Preferred: - Support experience with healthcare solutions and/or integrations. - Electronic Health Records (EHR). - Health Information Exchange (HIE). - HL7/CCD/CDA interfaces/Integrations. - Good working knowledge of SQL (reading/writing queries, stored procedures, jobs, troubleshooting). - Azure server and networking experience. Required Experience: 2 - 3 years of work experience in a support setting. Shift: Rotational shift/standard 9 hours, 24x7. Willingness to work after hours, on-call, and/or holidays as needed. 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.,