Allscripts

  • Expert Technical Support Consultant

    Job Locations IN-Baroda
    Posted Date 1 week ago(5/17/2018 5:19 PM)
    Requisition ID
    2018-15605
    Category
    Client Service/Support
  • Overview

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    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver worldclass outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

     

    The primary purpose of this role is to:

    • Provide higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email)
    • Assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills
    • Maintain a log of system issues and conveys customer feedback to product development staff
    • Possess expert knowledge of organization's products
    • Assist field technicians who are troubleshooting problems or repairing product
    • Serve as technical resource to other team members.

    Responsibilities

    • 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 in order to resolve extremely complex customer and product issues
    • Expected to provide mentoring, training and training content development for customer and Support employees

    Qualifications

    Academic and Professional Qualifications:

    • Bachelors or Graduate degree in computer science/IT or relevant work experience
    • More than 2 Professional/Technical certifications obtained and maintained

     

    Experience:

    • Typically requires 7+ years experience with healthcare products in a support, development or consultancy environment, of which at least 5-7 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products

     

    Travel Requirements:

    • Minimal Travel May Be Required

     

    Working Arrangements:

    • Able and willing to work on ‘shifts’ or to be on an ‘after hours’ beeper rotation

     

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 postacute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

     

    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

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