About this role
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