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®, TouchWorks®, 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

Are you looking for a job where you can make an everyday impact in someone else’s life? Do you get a thrill when solving complex problems? Are you a clinician who wants to work on building the next generation of EHRs to improve patient care and end user work experience? As a Senior Technical Support Consultant at Altera Digital Health, your work makes a difference to patients and the hospital staff. You will be responsible for handling and diagnosing sophisticated application issues, working directly with hospital IT personnel, and partnering with Altera solution managers and third-party vendors to modify and build application and content configuration.

Responsibilities

Primary Responsibilities

• Diagnose and resolve complex software problems in the areas of system configuration/setup, product functionality and bugs/enhancements.

• Modify and build application and content configuration.

• 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.

 The successful candidate will possess the following qualities:

• Accountable with strong desire and determination to resolve complex issues. Able to prioritize and recognize the impact of the issue on patient care.

• Solid analytical, research, and time-management skills with great attention to detail.

• Excellent verbal and written skills interacting with solutions teams and clients around the globe.

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

• Strong customer support skills with demonstrated ability to effectively deal with escalated customer concerns.

Qualifications

Academic and Professional Qualifications:

• Degree or diploma in Computer Science/Information Technology/Information Management

Experience:

• Minimum 5 years’ experience in supporting Sunrise software or minimum 3 years’ experience in proprietary technology of Sunrise reports and MLMs

• Advanced level knowledge of relational database and writing SQL query statements to troubleshoot issues and perform modifications, preferred

• LAB experience is an asset

Working Arrangements:

• Remote role: standard work week or as defined by assignment requirements

• After-hours and on-call may be required

Why Altera

At Altera Digital Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera Digital Health offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

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.

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