Associate Technical Support Consultant

JOB SUMMARY

Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email).

Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

 

 

ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES

·       Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.

·       Tracks and documents inbound support requests and ensures proper notation of client problems or issues

·       Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design

·       Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy

·       Works directly with clients requiring basic product knowledge and basic troubleshooting skills

·       Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis

·       Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the clients

·       Assists field technicians who are troubleshooting problems or repairing product.

·       Works directly with mentor on skill development to build towards independence

·       Knows when to escalate to the next tier level

·       Participates in quality processes

 

 

Education

Education Level

Education Details

Required/Preferred

Bachelor's Degree

 

Preferred

 

 

Work Experience

Experience

Experience Details

Required/Preferred

0-2 years

relevant work experience

Preferred

 

 

Knowledge, Skills and Abilities

·       Knowledge of Altera Solutions, Altera clients and familiarity with the healthcare industry in general

·       Intermediate level understanding of the C# code and SQL.

·       Ability to apply basic knowledge of solution features and functionality to ask rudimentary troubleshooting questions

·       Understands and abides by Change Control Policy and Procedures

·       Validates problem resolution with client and obtains permission for case closure

·       Adheres to policies and processes as provided for client and internal environment access

·       Collects information under direction by utilizing the appropriate diagnostics and tools

 

 

 

 

Working Arrangements

·       Standard work week or as defined by assignment requirements

·       Primarily works in standard office environment or remotely

·       May require after-hours, on-c...