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Product Support Consultant - FMH Wellness - Litchfield

Overview
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.
Responsibilities
Interact with customers to help troubleshoot and resolve complex technical product problems or issues
Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
Track and document inbound support requests and ensure proper notation of customer problems or issues
Document problems and solutions to train lower-level support on how to properly address customer or product problems
Communicate with product development department to improve on current design or to identify possible problems with design
Stay abreast of current technology in products, design changes, and new products offered
May travel to client site in order to resolve extremely complex customer and product issues
Qualifications
Academic and professional qualifications:
Bachelor's or Master's Degree in computer science/IT or relevant work experience
Experience:
Typically requires 2 - 4 years of experience with healthcare or other web-based products in a support, development or consultancy environment. Demonstrated competence in the functional or technical components of the product.
APM (Allscripts Practice Management) experience preferred but not required.
AIE (Allscripts Interface Exchange) exprience preferred but not required.
Travel requirements:
Minimal travel may be required for client support and training
Working arrangements:
Able and willing to work on "shifts" (daytime hours) and to be on an "after hours" beeper rotation (approximately 1 week every 2-3 months). Work Location:This position is located in the Litchfield, IL office. Specific Information Regarding This Position:This position is in support of the new FollowMyHealth Wellness product.
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 comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans#LI-HD1


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