Altera Digital Health Canada is hiring a
Sr Technical Support Consultant in United States

Summary

The Senior Support Consultant role involves diagnosing and resolving complex software issues, collaborating with internal and external teams, developing training content, managing projects, and identifying opportunities for improvement. The desired qualities include accountability, strong analytical skills, excellent communication skills, self-driven initiative, and a commitment to exceptional customer support.

Requirements

• Degree or diploma in Computer Science/Information Technology/Information Management, degree in nursing or pharmacy
• Minimum 5 years’ experience in supporting enterprise software, or 5 years of hospital experience as a registered nurse or a clinical pharmacist
• Advanced level knowledge of relational database and writing SQL query statements to troubleshoot issues and perform modifications

Responsibilities

• Diagnose and resolve complex software issues related to system configuration, product functionality, and bugs/enhancements
• Troubleshoot and repair large production databases using SQL
• Investigate HL7 Message and Medial Logic Modules (MLM) issues
• Document issues and customer requests meticulously
• Collaborate closely with internal support team members to troubleshoot issues effectively
• Engage with product development and design teams to convey customer feedback and drive continuous improvement in system design
• Develop comprehensive training content for customers and team members
• Manage special projects as needed, serving as a primary point of contact for escalations and meetings upon request
• Actively identify opportunities to improve client satisfaction and outcomes

Preferred Qualifications

Experience with HL7, MLM, and Azure

Benefits

• Standard work hours are Monday to Friday, 9:00 AM to 5:00 PM PST. Flexibility may be required based on assignment requirements
• Occasional travel to client site to resolve extremely complex customer and product issues
• $65,591 — $85,139 CAD salary range