Associate Technical Support Consultant

Overview

The Associate Technical Support Consultant provides higher-level technical support for VEHR (Veradigm Electronic Health Record) and other systems initiatives, diagnosing and resolving complex customer questions and problems involving system configurations/setup, product functionality, and bugs/enhancements.

What you'll do

• Interact with customers to 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.
• Assess system or service issues and resolve technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
• Track and document inbound support requests and ensure proper notation of customer problems or issues.
• Maintain logs of system issues and convey customer feedback to product development staff.
• Document problems and solutions to train lower-level support on how to properly address customer or product problems.
• Assist field technicians who are troubleshooting problems or repairing products.
• Communicate with the product development department to improve current design or identify possible problems with design.
• Stay abreast of current technology in products, design changes, and new products offered.
• Travel to client sites to resolve extremely complex customer and product issues when required.

What you'll need

• 3-5 years of experience.
• A bachelor's degree in computer science, Information Technology, or a related technical discipline.
• Excellent verbal and written communication.
• Troubleshooting experience.
• Understanding of the healthcare and/or IT industry and applications.

Nice to have

• SQL.
• Application Support.
• Networking.
• Database knowledge.
• Professional certifications, which are highly preferred and considered a strong asset.
• Experience with healthcare products in a support, development or consultancy environment.
• Experience in developing or supporting the assigned products.
• Demonstrated competence in functional or technical components of the assigned products.

Details

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