Support Consultant- H

Job description

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