Support Consultant- H

Altera Digital Health Inc. in; Mobile (AL); On-site; USD 37,000 - 47,000; Full time

Job summary

Altera Digital Health – MS on site Springhill Medical Center is seeking a Support Consultant to deliver Level 1 and Level 2 technical support within a global Managed Services environment, focusing on troubleshooting, case resolution, and maintaining application and system performance across multiple applications and technologies.

You will work in a fast-paced setting, collaborating with cross-functional teams to diagnose issues, ensure system stability, and provide timely, high-quality support

Qualifications

• Bachelor's degree or equivalent experience in a healthcare/IT related field.
• 0–2 years of experience in technical or application support.
• Experience troubleshooting functional, technical, or data-related issues.
• Exposure to fast-paced, high-volume support environments.
• Experience supporting multiple applications or systems simultaneously.
• Foundational SQL knowledge, data analytics, and basic integration exposure.

Responsibilities

• Provide Level 1 & Level 2 support for client inquiries across global customers.
• Handle live calls, triage cases, and resolve technical issues promptly.
• Track, document, and maintain accurate records of customer issues and resolutions.
• Follow standard operating procedures and support workflows.
• Diagnose and troubleshoot issues to identify root cause.
• Use probing techniques to gather relevant customer information.
• Escalate or resolve functional and technical issues as appropriate.
• Support multiple applications and assist with configuration and maintenance.

Skills

Foundational SQL knowledge

Data analytics

Analytical problem solving

Customer service

Communication skills

Team collaboration

Education

Bachelor's Degree in Healthcare Management, Business Administration, Finance, Information Systems, or related field

Tools

Cloverleaf

Mirth

HL7

Job description

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
• 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
• 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

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
• 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

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