Expert Support Consultant - H

Overview As an eCW Support Consultant in our Client Support team, you will be a key point of contact for our clients, providing expert product application support via telephone and internet. Your mission is to assess and resolve product and service issues using your advanced troubleshooting skills and independent judgment. This role is vital to ensuring our clients can effectively use our software to deliver excellent patient care.

Key Responsibilities Diagnose and resolve client application questions or problems related to product functionality, system configuration, and bugs or enhancements.

Track, document, and ensure proper notation of all inbound support requests and client issues.

Maintain a detailed log of issues (SNOW) and communicate client feedback to product development teams to help improve current and future product designs.

Work independently to troubleshoot medium to high-severity issues by gathering pertinent information from clients and delivering effective resolutions.

Stay current with software releases, design changes, and new product offerings.

Collaborate directly with clients on application issues, leveraging your product knowledge and understanding of the healthcare business.

Adhere to all Standard Operating Procedures (SOPs), including those for Patient Safety and Compliance.

Qualifications

Experience:

Must have 3-5 years’ experience with eClinical

Works (ECW).2-4 years of relevant work experience in a client support or similar role is preferred.

Familiarity with the healthcare industry and clinical workflows.

Demonstrated ability to troubleshoot and resolve technical application issues.

Experience applying break-fix solutions to successfully resolve a high percentage of cases independently.

Customization build within the application to include but not limited to order sets, creating new lab/rad orders, and visit types.

Provisioning to include but not limited to new users and terminations within the system.

Education:

A Bachelor’s degree is preferred.

Working Arrangements Standard work week or as defined by assignment requirements. This is a remote role. May require after-hours, on-call support and/or holidays. On-call and after-hours work may be required during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs.

Travel Up to 10% travel may be required.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range
93K – 96K Why Altera?

At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.
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