Senior Analyst, Support Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer professional support via phone, email, and chat for application software, technical issues, and IT-related concerns.

• Provide prompt resolutions or escalate customer inquiries to the appropriate team members.

• Keep both customers and management updated on the status of cases.

• Record customer issues in tracking systems.

• Contribute to and enhance the internal support knowledge base.

• Respond to, assess, and prioritize application and technical requests from both internal and external clients.

• Diagnose issues related to application software, hardware, internet connectivity, Citrix, and device connectivity.

• Monitor and track issues in accordance with SLA/SLO escalation protocols.

• Offer troubleshooting guidance to colleagues.

• Support junior staff with intricate support tasks and assist in training new employees.

• Act as a liaison among clinics, departments, customers, IT, and Epic application teams.

• Work in coordination with higher-tier resources.

• Identify and relay needs concerning bug fixes, maintenance, enhancements, training, optimization, reporting, and customization.

• Collaborate with end users and team members to enhance Acumen application efficiency and test applications and updates.

• Provide training to customers on workflows and help in generating custom reports.

• Suggest measures to prevent recurring problems.

• Manage support tickets, phone calls, emails, chats, and other customer support channels.

• Assist with departmental projects and undertake additional assigned responsibilities.

⛳️ Requirements

• High School Diploma.

• 3–5 years of relevant experience.

• Background in application software support.

• Familiarity with Electronic Health/Medical Record and/or Practice Management Systems.

• Basic skills in hardware, device connectivity, and networking.

• Proficient in Microsoft Office, current web browsers, and Windows.

• Skilled in interpreting and understanding technical documentation.

• Proficient in web-based technical troubleshooting, including clearing cache and cookies and modifying web browser settings.

• Experience with Windows or current platforms and web-based applications.

• Strong troubleshooting and problem-solving abilities.

• Excellent verbal and written communication skills.

• Strong phone presence and professional communication with customers.

• Strong interpersonal skills and ability to collaborate effectively.

• Capability to quickly learn, retain, recall, and apply complex information.

• Adaptability to evolving technologies and processes.

• Strong technical aptitude, attention to detail, organizational skills, multitasking abilities, and accuracy.

• Ability to work independently with limited supervision.

• Capacity to remain calm and focused in high-pressure or fast-paced situations while managing competing priorities.

• Ability to sit at a computer terminal for extended durations.

• Access to a reliable, stable, high-functioning internet connection.

• Preferred: Experience with Epic applications; AD Manager; hospital, clinical, or ancillary applications; current Mac iOS; operations in clinical physician offices; remote access connections; HL7 interface troubleshooting.

🏝️ Benefits

• 100% remote work opportunity.

• Less than 10% travel annually, with a maximum of one or two weeks of business trips each year.

• Participation in a one-week on-call rotation.

• Reliable, stable, high-functioning internet connection required for remote work.

• Reasonable accommodations available for individuals with disabilities.

• A mission-driven, collaborative, and inclusive work environment.

• Commitment to diversity, equity, and inclusion.