Support Consultant

About the Role

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

Key Responsibilities

• Possesses sound knowledge of organization's software products.
• Follows all Standard Operating Procedures (SOPs), including Patient Safety and Compliance.
• Diagnoses and resolves client application questions or problems over the phone, email, and chat 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.
• Maintains a log (current CRM) of issues and conveys client feedback, collaborating with Tier 2 via problem record or issue case to improve current design or identify possible design problems.
• Stays abreast of current software releases, design changes, and new software products.
• Works directly with clients on application issues requiring overall product knowledge and understanding of the healthcare business.
• Works independently, troubleshoots medium/high severity issues by obtaining pertinent information from clients and delivering resolution, or seeks help from team members. Begins to focus on critical-level cases.
• 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 interpretation 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 needs and assists in creating new articles.
• Uses AI-assisted triage and knowledge-base search tools to accelerate resolution, verifying AI-suggested answers before applying them independently.
• Monitors own case/queue metrics (e.g., SLA adherence, resolution time) and adjusts approach to meet team performance targets.
• Responds to client requests for change and begins the Change Management Process while following proper Change Control Policy and Procedures.
• Recognizes when troubleshooting escalation is required and executes directions correctly from the escalation path to speed resolution.

Requirements & Tech Stack

• Knowledge of Veradigm Solutions and familiarity with the healthcare industry.
• Demonstrates an understanding of product interconnectedness in providing business solutions.

Qualifications

• No specific educational qualifications are listed.