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Technical Support Consultant

3 months ago

Ottawa, Ontario, Canada Altera Digital Health Inc. Full time
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.

Overview

This is a remote role in Canada.

Responsibilities

  • Interact with customers 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, and bugs/enhancements.
  • Track and document inbound support requests and ensure proper notation of customer problems or issues.
  • Ability to write and execute Structured Query Language (SQL) code against very large databases (multiple terabytes) without impacting users in a live production environment
  • 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

Academic and Professional Qualifications:

  • Baccalaureate or Graduate as per local diploma in computer science/IT or relevant work experience
  • At least 1 Professional/Technical certification obtained and maintained

Experience:

  • 13 years' experience with healthcare products in a support, development, or consultancy environment
  • 1+ years' experience with TouchWorks EHR preferred.
  • 1+ years' experience using ServiceNow preferred

Travel Requirements:

  • Minimal Travel May Be Required

Working Arrangements:

  • Remote Location
***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.