Support Consultant- H

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...