Associate Technical Support Consultant Job in Veradigm

Technical Skills: Basic understanding of windows AD and networking (Azure and cloud concepts) Basic knowledge of Windows Servers - SQL server and/or Windows server 2008R2, 2012, 2012R2, 2016 Working knowledge of IIS, DNS, DHCP. Exposure to Network troubleshooting tools like but not limited to PING, NSLOOKUP, TRACERT General Skills & Responsibilities: Excellent verbal & written communications skills with an ability to interact directly & professionally with end-user clients and stakeholders. Exposure to handling international clients, preferably US. Excellent organizational, communication, interpersonal, and time-management skills with the ability to multi-task and manage own work with minimal supervision. Complete end-to-end ownership of support tickets (SNOW). Document inbound support requests and ensure proper record-keeping of customer issues along with timely communication and follow-up. Search for known issues and product information in the Knowledge Base to expedite resolutions. Ensures case documentation is accurate, complete, clear and consistent with support SOP. Responds to, works and closes tickets within established timelines and SOP's. Understand, identify, diagnose and troubleshoot complex customer queries via remote screenshare. Address technical issues, configuration & setup, product functionality or workflow issues. Identify and work on post upgrade and migration issues and report defects/enhancements. Stay updated with current technology in products, design changes & upgrades, new product offerings through scheduled and adhoc training and release notes. Work closely with mentor on skill development to build towards independence. Ability to escalate to the next tier level when required. Participates in quality processes. Flexible to work in 24*7 rotational environment, if required. Good To Have: Experience / expertise / exposure to SQL - DDL & DML queries. Familiarity with the US healthcare industry and terminology, [ICDs, CPT, Medispan, HL7 etc.] Understanding of healthcare related application, terminology, patient care environments.