Allscripts

  • Technical Support Consultant (Paragon Solution)

    Job Locations IN-Baroda
    Posted Date 2 weeks ago(4/3/2018 12:37 PM)
    Requisition ID
    2017-13787
    Category
    Client Service/Support
  • Overview

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    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.

     

    The primary purpose of this role is to provide higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email). The incumbent will assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills. He or she will also maintain log of system issues and convey customer feedback to product development staff. The incumbent must possess sound knowledge of organization's products and assist field technicians who are troubleshooting problems or repairing products.

    Qualifications

     

    Technical skills

    • Ability to perform advanced troubleshooting for issues such as performance issues (Example: Ability to read IIS logs, SQL traces and potentially code)
    • Exposure to navigating Microsoft Windows’ Servers version 2008, 2012 and higher.
    • Experience with Microsoft SQL 2008 or higher Server, Query and Profiler.
    • Experience using Microsoft SQL 2008 or higher to execute pre-created queries.
    • Experience with Microsoft products Outlook, Excel, PowerPoint, Word, etc.
    • Problem-solving skills to identify the root cause of issues and solve re-occurring technical problems.

     

    Healthcare Industry (Functional) skills

    • Hospital processes, procedures and vocabulary
    • United States regulatory general understanding
    • Familiarity with electronic health record systems

     

    Customer Service Skills

    • Flexible schedule to allow for on-call rotation
    • Good interpersonal skills and excellent communication skills
    • Customer service skills, both written and oral, phone skills and analytical skills
    • Work as part of a team as well as independently
    • Prioritize and demonstrate time management skills
    • Work effectively with customers in high-pressure situations
    • Work with the customer directly to clarify requirements from sometimes vague information to ensure the root of the issue is determined.
    • Research issues beyond scope to ensure that down-stream impacts are taken into consideration, tested and work-arounds given.

     

    Academic and professional qualifications

    • Degree in Computer Science Engineering, Nursing, Pharmacy, Nursing Informatics or combination of equivalent skills and experience in information technology, clinical health care, or health care admissions and financials
    • Attained multiple Allscripts and external (i.e. Microsoft) certifications related to SQL, Server technologies, Healthcare Information Technology or Health Care Informatics

     

     

    Good to Have:

     

    This product is a standalone product lab product using in various settings such as large multi-location, reference labs companies and hospital environments.

    • Allscripts Lab run on Red Hat Enterprise Linux version 6.6 using a Oracle 11g database.  
      • Prior Allscripts Lab experience a plus but not required.
      • Medical Laboratory experience including knowledge of laboratory procedures and terminology
      • Basic understanding of laboratory instrumentation and data flow
      • Linux basic command expertise
      • Oracle SQL understanding
      • Windows PC experience, using command line, navigating, basic operation
      • HL7 messaging understanding

    Travel requirements

    • Some travel for business is required

     

    Working arrangements

    Position requires you to work in 6pm IST to 3am IST shift with adjustments made to this shift based on Daylight Savings etc. Position also may require participation in after-hours and on-call support.

     

    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 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

     

    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

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