Technical Support Consultant

Technical Support Consultant

Responsibilities:

·       Modify and build application and content configuration.

·       Interact with customers to help troubleshoot and resolve product issues in the areas of system configuration/setup, product functionality and bugs/enhancements.

·       Document issues and customer requests, following standard operating procedures and meeting SLAs.

·       Explain and demonstrate application issues to product and solutions teams and convey customer requests.

·       Communicate with solution management teams to improve on current design or to identify potential problems.

·       Develop training content for customers and support team members.

·       Mentor junior team members.

·       Work with members from other teams to analyze the clinical impact of software issues and enhancements.

Skills:

·       US Healthcare domain knowledge with healthcare application implementation or support experience.

·       Understanding of healthcare related application, HIT terminology, patient care environments.

·       Excellent problem-solving, troubleshooting, debugging, and strong customer support skills with strong desire and determination to resolve complex issues.

·       Able to prioritize and recognize the impact of the issue on patient care.

·       Excellent organizational, verbal and written communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work.

·       Self-driven and a fast learner in a demanding environment.

Good to Have:

·       Experience with HL7, MLM, ServiceNow.

·       Basic understanding of Azure environments.

·       Knowledge of configuring and using one or more Sunrise applications or components.

·       Basic understanding of databases and writing SQL query statements to troubleshoot issues.

Experience:

·       Minimum 5 years’ experience in supporting hospital/healthcare software, or hospital experience as a clinician, registered nurse, or a clinical pharmacist.

• Experience with SQL, HL7, MLM, and Azure would be desirable.

Qualification:

·       Degree in healthcare or healthcare admissions and financials, Nursing, Pharmacy, Nursing Informatics or combination of equivalent skills and experience in information technology or Computer Science Engineering

Work Arrangements:

·       Standard work week or as defined by business requirements.

·       Rotational shift covering U.S. daytime hours with shift allowance.

·       Can work remotely or in a standard office environment.

·       Able and willing to work after-hours, on-call and/or holidays.