Expert Support Consultant

Job Locations US-NC-Raleigh
Requisition ID
Posted Date
6 days ago(11/19/2020 3:42 PM)
Client Service/Support




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 product support to customers via the telephone and/or Internet (e.g., instant message, email)
  • Assess the nature of product or service issues and resolves extremely technical or sophisticated support problems
  • Maintain a log of product issues and convey customer feedback to product development staff
  • Provide regular guidance and mentoring to internal Support Team Members; and Key Interface to cross-functional internal stake-holders (Management, R&D, Support, Services, etc.) on important product issues that impact multiple clients


  • Interact with customers to help troubleshoot and resolve highly complex product problems or issues that do not have standard documented solutions
  • Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads
  • Take lead on identifying and resolving
  • Patient Safety Issues- working directly with R&D, Solutions Management, Legal and other teams across the business
  • Senior subject matter expert providing advice to management relating to risks, determining our ability to solve issues and the immediate impact to the client's business
  • Participate in Release roll-out, taking the point in the beta process to validate the quality and viability of our software releases
  • 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
  • Scope of the number of clients working with and relative size Strategic Accounts Team, National Accounts Team - problem solving on the fly


Academic and Professional Qualifications:

  • Bachelors Degree in computer science/IT or relevant work experience


  • Typically requires 7+ years experience with healthcare products in a support, development or consultancy environment, of which 5-7 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products.
  • Specific experience with lab applications, ideally with Allscripts LAB application.
  • Medtech certification ideal.
  • Experienc ewith Linux and Oracle a plus.

Travel requirements:

  • Minimal Travel Required

Working arrangements:

  • Able and willing to work on 'shifts' or to be on an 'after hours' rotation

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

This is an official Allscripts Job posting.  To avoid identity theft, please only consider applying to jobs posted on our official corporate site.


Visa Sponsorship is not offered for this position


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