Altera is hiring for Associate Technical Support Consultant | Apply Now

Provide 1st line support to customers that are using enterprise healthcare software applications.
Investigate, diagnose and resolve issues related to the application and technical issues raised via ServiceNow or ticketing system.
Investigate issues by collecting the right information, looking at logs, identifying error messages and using existing procedures.
Resolve common issues by using Standard Operating Procedures, Knowledge Articles, and investigation guides.
Perform basic configuration, verification and investigation tasks within the application with guidance from senior members.
Work with senior technical consultants, development, infrastructure, database, interface, and other technical teams where required.
Document cases thoroughly to include investigation steps, conclusions. Resolution and customer interaction.
Ensure SLA’s, productivity, quality and customer satisfaction are met.
Attend knowledge transfer meetings and continually develop knowledge of products.
Identify any patterns, and provide ideas to improve Knowledge Articles, SOP’s, automation and support.
Be responsible in using tools, documentation and AI investigation features to improve the efficiency and quality of investigations.
Have clear and professional communication with customers and colleagues using email, chat and support calls.
Attend rotational shifts including evenings/nights/weekends.
Escalate critical issues quickly and ensure they are followed up appropriately.