Associate Technical Support Consultant

Allscripts(India) LLP, ultimately a subsidiary of Altera Digital Health Inc.,[Altera India]; Pune District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Allscripts(India) LLP in Pune seeks an Associate Technical Support Consultant with 3-5 years of SQL and application support experience to assist customers and resolve complex issues.

You will troubleshoot, document issues, coordinate with product teams, and may travel to client sites for highly complex problems, with night shift and 24x7 rotation.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or a related technical discipline.
• Professional certifications are highly preferred and considered a strong asset.
• Experience with SQL, application support, troubleshooting, networking, and database knowledge is desirable.

Responsibilities

• Troubleshoot and resolve complex technical product problems for customers.
• Diagnose issues over the phone/Internet in areas of configuration, functionality, and bugs.
• Track and document inbound support requests with proper notation of customer problems.
• Document problems and solutions to train junior support on addressing issues.
• Communicate with product development to improve on current design.
• Stay up-to-date with product changes and new offerings.
• May travel to client sites to resolve extremely complex issues.

Skills

SQL

Application Support

Troubleshooting

Networking

Database knowledge

Education

Bachelor's degree in Computer Science/Information Technology

Professional certifications (preferred)

Job description

Associate Technical Support Consultant (3-5 years, SQL, App Support) - Pune, India

Job Summary

• Provides higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email).
• Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
• Maintains log of system issues and conveys customer feedback to product development staff.
• Possesses sound knowledge of organization's products. Assist field technicians who are troubleshooting problems or repairing products.
• Understanding of the healthcare and/or IT industry and applications.

Ideal Candidate Profile

Good to have: SQL, Application Support, Troubleshooting Experience, Networking, and Database knowledge.

• Interact with customers to help troubleshoot and resolve complex technical 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, and bugs/enhancements.
• Track and document inbound support requests and ensure proper notation of customer problems or issues.
• Document problems and solutions to train lower-level support on how to properly address customer or product problems.
• Communicate with product development department to improve on current design or to identify possible problems with design.
• Stay abreast of current technology in products, design changes, and new products offered.
• May travel to client site to resolve extremely complex customer and product issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical discipline.
• Professional certifications are highly preferred and considered a strong asset.

Mandatory Skills

• Excellent verbal and written communication
• Troubleshooting experience

Working Arrangements

• Primarily works in standard office environment or remotely
• Night Shift & 24x7 rotational shift
• May require after-hours, on-call support and/or holidays
• On-call and after-hour work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs.

Preference

Experience with healthcare products in a support, development or consultancy environment, with experience in developing or supporting the assigned products and demonstrated competence in functional or technical components of the assigned products.