Support Consultant - Fully Remote

Allscripts


Date: Sep 23, 2022
City: Raleigh, NC
Contract type: Full time
Allscripts
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 world-class 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.

This job is fully remote.

Job Summary

Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.

Essential Functions
  • Possesses sound knowledge of organization\'s software products
  • Follows all Standard Operating Procedures SOP\'s (i.e. Patient Safety and Compliance)
  • Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
  • Tracks and documents inbound support requests and ensures proper notation of client problems or issues
  • Documents problems and solutions to train lower-level support on how to properly address client or product problems
  • Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
  • Stays abreast of current software releases, design changes, and new software products offered
  • Works directly with clients on application issues requiring overall product knowledge and overall understanding of healthcare business
  • Works independently, troubleshoots medium / high severity issues easily by obtaining pertinent information from clients and delivering resolution or seeks help from team members, beginning to focus on critical level cases
Job Requirements
  • Bachelor\'s Degree (Preferred)
  • 2-4 years relevant work experience (Preferred)
Bonus Skills
  • Knowledge of Allscripts Practice Management
  • Knowledge of Practice Management Software
Knowledge, Skills and Abilities
  • Knowledge of Allscripts Solutions, Allscripts clients and familiarity with the healthcare industry in general
  • Provides insight into what the solution should look like and how it should function when working properly
  • Demonstrates an understanding of product interconnectedness in providing business solutions
  • Responds to client requests for change and begins the Change Management Process while following the proper Change Control Policy and Procedures
  • Recognizes when troubleshooting escalation is required and executes directions correctly from escalation path to speed resolution
  • Uses internal tools appropriately to enhance understanding of the impact on case resolution
  • Considers inputs and outputs of a system and its relationship with other systems and equipment. Gains insights from analysis and data interpretations and suggests logical recommendations
  • Applies appropriate break fix solutions to client issues. Uses troubleshooting experience to successfully resolve 70 - 80% of cases independently
  • Initiates and adapts processes to keep pace with technological developments and improve support delivery
  • Identifies knowledge article need and assists in creating new articles as needed
We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.

Visa Sponsorship is not offered for this position.

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 comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Allscripts\' policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.

From a \"VEVRAA Federal Contractor\" We request Priority Referral of Protected Veterans

This is an official Allscripts Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.

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