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Altera Digital Health - MS on site Springhill Medical Center

Role: Support Consultant

Position Overview

Support Consultant - delivers Level 1 and Level 2 technical support within a global Managed Services environment, focusing on troubleshooting, case resolution, and maintaining application and system performance. This role supports multiple applications and technologies, including SQL-based data analysis, interface engines such as Cloverleaf and Mirth, and application configuration activities to ensure reliable and accurate system functionality.

Working in a fast-paced environment, the consultant is expected to think independently, apply strong problem-solving skills, and collaborate effectively with cross-functional teams to diagnose issues and maintain system stability. Success in this role requires balancing technical expertise with a customer-focused mindset to provide timely, high-quality support and a positive client experience.

Key Responsibilities

Client Support & Ticket Management

• Provide Level 1 & Level 2 support for client inquiries across global customers
• Handle live calls, triage cases, and resolve technical issues in a timely manner
• Track, document, and maintain accurate records of customer issues and resolutions
• Follow standard operating procedures and support workflows

Troubleshooting & Issue Resolution

• Diagnose and troubleshoot technical issues to identify root cause
• Use effective probing techniques to gather relevant customer information
• Resolve functional and technical issues or escalate when appropriate
• Handle escalations for unresolved or complex cases
• Support multiple applications and ensure proper functionality across systems
• Assist with application configuration, setup, and maintenance activities
• Participate in system updates, enhancements, and configuration changes
• Validate system behavior post-configuration or deployment

SQL, Data Analytics & Reporting

• Utilize SQL for basic data validation, troubleshooting, and issue analysis
• Assist with data corrections, queries, and reporting needs
• Support investigation of data-related issues across systems
• Develop and execute SQL queries for data validation, troubleshooting, and analysis
• Perform data analysis to identify trends, anomalies, and root causes of issues
• Support data corrections, data reconciliation, and reporting needs
• Assist with report writing and generation to support business and operational needs

Customer Service & Communication

• Maintain a positive rapport with customers while resolving issues
• Communicate clearly, professionally, and effectively with clients and internal stakeholders
• Ensure high levels of customer satisfaction through responsive and quality support
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Ability to work independently and in a team environment
• Customer service-oriented mindset

Team Collaboration & Development

• Work effectively as an independent contributor and collaborative team member
• Partner with cross-functional teams including integration, data, and application teams
• Demonstrate initiative, critical thinking, and problem-solving skills
• Continuously build technical expertise with mentorship and hands-on experience

Qualifications

Education

• Bachelor's Degree in Healthcare Management, Business Administration, Finance, Information Systems, or related field (or equivalent experience)

Experience

• 0-2 years of experience in technical or application support
• Experience troubleshooting functional, technical, or data-related issues
• Exposure to working in a fast-paced, high-volume support environment
• Experience supporting multiple applications or systems simultaneously
• Microsoft Office proficiency

Technical Skills

• Foundational SQL knowledge (querying, data validation, troubleshooting)
• Exposure to data analytics and report writing
• Basic understanding of integration/interface technologies (HL7, APIs, data exchange)
• Familiarity with integration engines such as Cloverleaf and/or Mirth
• Understanding of application configuration concepts
• Strong analytical and problem-solving abilities

Healthcare Knowledge (Preferred)

• Basic understanding of healthcare systems and Electronic Health Records (EHR)

Work Environment & Expectations

• 24x7 operational environment with after hours on-call support rotation
• On-Site work environment
• 40/hr work week

Hourly Pay: $27.02. The salary range reflects the anticipated base salary for this position at the time of posting. Final compensation may vary based on factors including experience, skills, education