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Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.Roles and Responsibilities Interacts with client hospital IT staff via phone, email, online, and/or on-site meetings to help troubleshoot and resolve highly complex product problems or issues. Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, SQL Server, HL7, and bugs/enhancements. Communicates progress, requests, problems, and resolutions to the client, clearly documenting all work in a case record. Commits to continuity and effort during extended hours and on-call support as required to service client, project, and cooperative team needs. Stays abreast of current technology in products, design changes, and new products offered. Documents problems and solutions in our knowledge base, following and improving processes that include reviewing and approving knowledge articles written by others. Reports defects and design issues to our development teams. Works directly with client, development, and external consultants on most complex application related issues. Mentors and coaches junior team members. Performs root cause analysis on problems/deviations from expected functionality, and documents results to benefit future mitigation efforts. Acts as a single point of contact for client-specific escalations, providing necessary assistance in the absence of a manager. Performs proactive reviews of client environments to improve system reliability and prevent future support engagements. Provides thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base. 5-8+ years of relevant work experience 2-3 years of total experience at the expert level/tier three (3) support (required) Advanced or expert SQL knowledge, working in a mid-to-large-sized organization Strong English language verbal and written communication skills. Organizational aptitude that allows exceptional management and prioritization of 10 or more simultaneous, ongoing support investigations. Proven ability to develop educational programs, while also mentoring and coaching others in both formal and informal settings. Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at: HR.Recruiting@AlteraHealth.com https://www.alterahealth.com/legal/privacy-policy/
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