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
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Provide Level 1 & Level 2 support for client inquiries across global customers
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Handle live calls, triage cases, and resolve technical issues in a timely manner
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Track, document, and maintain accurate records of customer issues and resolutions
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Follow standard operating procedures and support workflows
Troubleshooting & Issue Resolution
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Diagnose and troubleshoot technical issues to identify root cause
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Use effective probing techniques to gather relevant customer information
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Resolve functional and technical issues or escalate when appropriate
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Handle escalations for unresolved or complex cases
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Support multiple applications and ensure proper functionality across systems
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Assist with application configuration, setup, and maintenance activities
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Participate in system updates, enhancements, and configuration changes
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Validate system behavior post-configuration or deployment
SQL, Data Analytics & Reporting
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Utilize SQL for basic data validation, troubleshooting, and issue analysis
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Assist with data corrections, queries, and reporting needs
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Support investigation of data-related issues across systems
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Develop and execute SQL queries for data validation, troubleshooting, and analysis
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Perform data analysis to identify trends, anomalies, and root causes of issues
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Support data corrections, data reconciliation, and reporting needs
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Assist with report writing and generation to support business and operational needs
Customer Service & Communication
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Maintain a positive rapport with customers while resolving issues
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Communicate clearly, professionally, and effectively with clients and internal stakeholders
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Ensure high levels of customer satisfaction through responsive and quality support
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Excellent written and verbal communication skills
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Strong attention to detail and accuracy
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Ability to work independently and in a team environment
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Customer service-oriented mindset
Team Collaboration & Development
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Work effectively as an independent contributor and collaborative team member
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Partner with cross-functional teams including integration, data, and application teams
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Demonstrate initiative, critical thinking, and problem-solving skills
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Continuously build technical expertise with mentorship and hands-on experience
Qualifications
Education
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Bachelor’s Degree in Healthcare Management, Business Administration, Finance, Information Systems, or related field (or equivalent experience)
Experience
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0–2 years of experience in technical or application support
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Experience troubleshooting functional, technical, or data-related issues
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Exposure to working in a fast-paced, high-volume support environment
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Experience supporting multiple applications or systems simultaneously
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Microsoft Office proficiency
Technical Skills
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Foundational SQL knowledge (querying, data validation, troubleshooting)
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Exposure to data analytics and report writing
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Basic understanding of integration/interface technologies (HL7, APIs, data exchange)
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Familiarity with integration engines such as Cloverleaf and/or Mirth
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Understanding of application configuration concepts
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Strong analytical and problem-solving abilities
Healthcare Knowledge (Preferred)
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Basic understanding of healthcare systems and Electronic Health Records (EHR)
Work Environment & Expectations
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24x7 operational environment with after hours on-call support rotation
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On-Site work environment
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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
