Expert Technical Support Consultant - Req 1940 at Altera Digital Health India

Altera, a member of the N. Harris Computer Corporation family, is seeking an Expert Technical Support Consultant to provide support for its health IT solutions. The consultant will leverage their expertise in SQL, HL7, and application troubleshooting to assist international clients and ensure the smooth operation of Altera's software.

Responsibilities:

• Provide software application support to hospital IT staff via remote administration technologies.
• Troubleshoot and resolve complex software issues for international clients.
• Track and document inbound requests, ensuring proper case documentation and adherence to SLAs.
• Educate clients on application functionality and software error resolution.
• Handle priority support cases, providing regular client updates.
• Create knowledge base articles and document defects.
• Collaborate with internal teams such as Development and Services.
• Mentor team members on SQL and conduct product-related knowledge transfer sessions.
• Handle support escalations and provide on-call production support on a rotational basis.
• Engage with clients, vendors, and internal teams to ensure issue resolution and client satisfaction.

Requirements:

• Expert-level proficiency in SQL, including writing queries, MS SQL Server, T-SQL, and SQL Profiling.
• Strong understanding of Windows Server administration.
• Experience in troubleshooting and supporting Microsoft Windows Server and SQL Server.
• Significant experience in software/product support with expert-level troubleshooting and analytical skills.
• Comprehensive understanding of the software development life cycle.
• Experience interacting with international clients.
• Excellent written and oral communication skills.
• Minimum of 7 years of experience in a support or similar role within healthcare applications.

Altera offers:

• Flexible policy allowing employees to work from home and/or office.
• Opportunity to work in a 24x5 shift model.
• Opportunity to work during after-hours and holidays as on-call support.