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