Support Consultant

Veradigm•Raleigh, NC

About The Position

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. Veradigm’s 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 Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

Requirements

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

Responsibilities

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