Harris Computer

Discussion

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

Show