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 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