Technical Support Consultant

Technical Support Consultant

Responsibilities

• Modify and build application and content configuration.
• Interact with customers to help troubleshoot and resolve product issues in the areas of system configuration/setup, product functionality and bugs/enhancements.
• Document issues and customer requests, following standard operating procedures and meeting SLAs.
• Explain and demonstrate application issues to product and solutions teams and convey customer requests.
• Communicate with solution management teams to improve on current design or to identify potential problems.
• Develop training content for customers and support team members.
• Mentor junior team members.
• Work with members from other teams to analyze the clinical impact of software issues and enhancements.

Skills

• US Healthcare domain knowledge with healthcare application implementation or support experience.
• Understanding of healthcare related application, HIT terminology, patient care environments.
• Excellent problem-solving, troubleshooting, debugging, and strong customer support skills with strong desire and determination to resolve complex issues.
• Able to prioritize and recognize the impact of the issue on patient care.
• Excellent organizational, verbal and written communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work.
• Self-driven and a fast learner in a demanding environment.

Good to Have:

• Experience with HL7, MLM, ServiceNow.
• Basic understanding of Azure environments.
• Knowledge of configuring and using one or more Sunrise applications or components.
• Basic understanding of databases and writing SQL query statements to troubleshoot issues.

Experience

• Minimum 5 years’ experience in supporting hospital/healthcare software, or hospital experience as a clinician, registered nurse, or a clinical pharmacist.
• Experience with SQL, HL7, MLM, and Azure would be desirable.

Qualification:

• Degree in healthcare or healthcare admissions and financials, Nursing, Pharmacy, Nursing Informatics or combination of equivalent skills and experience in information technology or Computer Science Engineering

Work Arrangements:

• Standard work week or as defined by business requirements.
• Rotational shift covering U.S. daytime hours with shift allowance.
• Can work remotely or in a standard office environment.
• Able and willing to work after-hours, on-call and/or holidays.