JOB SUMMARY

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

ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES

· 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

· 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

· Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy

· Works directly with clients requiring basic product knowledge and basic troubleshooting skills

· Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis

· Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the clients

· Assists field technicians who are troubleshooting problems or repairing product.

· Works directly with mentor on skill development to build towards independence

· Knows when to escalate to the next tier level

· Participates in quality processes

Education

Education Level

Education Details

Required/Preferred

Bachelor's Degree

Preferred

Work Experience

Experience

Experience Details

Required/Preferred

0-2 years

relevant work experience

Preferred

Knowledge, Skills and Abilities

· Knowledge of Altera Solutions, Altera clients and familiarity with the healthcare industry in general

· Intermediate level understanding of the # code and SQL.

· Ability to apply basic knowledge of solution features and functionality to ask rudimentary troubleshooting questions

· Understands and abides by Change Control Policy and Procedures

· Validates problem resolution with client and obtains permission for case closure

· Adheres to policies and processes as provided for client and internal environment access

· Collects information under direction by utilizing the appropriate diagnostics and tools

Working Arrangements

· Standard work week or as defined by assignment requirements

· Primarily works in standard office environment or remotely

· May require after-hours, on-call support and/or holidays

· On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs

Travel

· Up to 10% travel may be required

PHYSICAL DEMANDS/WORKING CONDITIONS

Physical Demand Requirements

This section lists the physical demands that must be met by an employee to successfully perform the essential functions of the job.

Requirement

N/A

Regularly

Frequently

Occasionally

Sitting

X

Standing

X

Walking

X

Climbing/Balancing

X

Reaching with arms and hands

X

Stooping/Kneeling/Crawling

X

Talking

X

Hearing

X

Vision - close, peripheral, depth, ability to adjust focus

X

Use of electronic keyboard

X

Frequency Key

Regularly:

With a constant or definite pattern

Frequently:

Often or habitually

Occasionally:

At infrequent or irregular intervals

Description of Work Environment/Conditions

This section describes the work environment as an employee should expect to encounter while performing the essentialfunctions of the job. Select Y or N in the appropriate column for each category.

Working Environment

Yes or No

If yes to last two categories, please specify

Typical office or computer environment

Yes

Mostly indoor office environment with windows

Yes

Office with equipment noise

Yes

Offices with frequent interruptions

Yes

Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify

Yes

Shifts, On-Call

Other? Please specify

Each competency is assigned a proficiency level. Proficiency levels define the degree of expertise that is required for each competency to be successful in the role.

Mastered (M):

Demonstrates extensive depth and breadth of expertise in advanced concepts and processes. Applies competency in highly complex and ambiguous situations within and across disciplines. Employees operating at this level of proficiency serve as an acknowledged authority, adviser, key resource and subject matter expert across the company.

Advanced (A):

Demonstrates extensive understanding of advanced concepts and processes. Applies competency in complex and unstructured situations. Employees operating at this level of proficiency seek minimal guidance and serve as a resource to others across the company.

Proficient (P):

Demonstrates a thorough understanding of core concepts and processes. Applies the competency in routine and non-routine situations. Employees working at this level of proficiency work independently with minimal guidance and direction to perform associated tasks.

Basic (B):

Demonstrates a basic awareness and familiarity of concepts and processes. Applies the competency in a wide range of routine, structured situations. Employees operating at this level of proficiency require regular, specific guidance to perform associated tasks.

Core Competencies

Competency Name

Competency Description

Proficiency Level

Behavioral Indicators

Client Service (internal and external)

Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficient

Responds to clients’ needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients

Quality Focused

Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.

Proficient

Delivers results while ensuring quality isn’t compromised; Follows relevant procedures and pays attention to detail; Checks work for accuracy and completeness; Presents information accurately

Results Oriented

Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals.

Basic

Completes work assignments by designated due dates; Plans, prioritizes and balances work to meet commitments, goals and deadlines; Stays focused on goals despite obstacles and disruptions

Accountability

Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly.

Basic

Follows through and meets commitments; Meets work quality and performance standards; Seeks input on tasks and responsibilities as needed

Communications

Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback.

Basic

Communicates information (facts, ideas, data or messages) in a clear, convincing and organized manner; Tailors communication (e.g. content, style) to diverse audiences; Develops materials that are clear, concise, accurate and grammatically correct

Collaboration

Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others.

Proficient

Establishes relationships and credibility across the organization; Maintains respectful and productive working relationships with colleagues; Supports team decisions, assisting other employees and doing their share of the work to meet goals and deadlines