Altera Digital Health is hiring an Associate Technical Support Consultant

About the Role

Role details below.

Responsibilities

• Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
• Tracks and documents inbound support requests and ensures proper notation of client problems or issues
• 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
• Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy
• Works directly with clients requiring basic product knowledge and basic troubleshooting skills
• Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis
• Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the clients
• Assists field technicians who are troubleshooting problems or repairing product.
• Works directly with mentor on skill development to build towards independence
• Knows when to escalate to the next tier level
• Participates in quality processes

Nice to Have

• Bachelor's Degree
• 0-2 years relevant work experience
• Knowledge of Altera Solutions, Altera clients and familiarity with the healthcare industry in general
• Intermediate level understanding of the C# code and SQL.
• Ability to apply basic knowledge of solution features and functionality to ask rudimentary troubleshooting questions
• Understands and abides by Change Control Policy and Procedures
• Validates problem resolution with client and obtains permission for case closure
• Adheres to policies and processes as provided for client and internal environment access
• Collects information under direction by utilizing the appropriate diagnostics and tools

Additional Information

• Up to 10% travel may be required
• Sitting: Regularly
• Standing: Occasionally
• Walking: Occasionally
• Climbing/Balancing: N/A
• Reaching with arms and hands: Frequently
• Stooping/Kneeling/Crawling: Occasionally
• Talking: Frequently
• Hearing: Frequently
• Vision - close, peripheral, depth, ability to adjust focus: Frequently
• Use of electronic keyboard: Frequently
• Working Environment: Typical office or computer environment
• Working Environment: Mostly indoor office environment with windows
• Working Environment: Office with equipment n