Tier 2 Technical Support Specialist – HealthTech, EHR Systems

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

📋 Description

• Deliver Tier 2 technical support for issues escalated from Tier 1 support teams.

• Diagnose complex problems related to EHR/EMR platforms, integrations, and user workflows.

• Examine system errors, configuration issues, and data discrepancies within healthcare systems.

• Collaborate closely with product, engineering, and implementation teams to address technical challenges.

• Record troubleshooting procedures, solutions, and updates to the knowledge base.

• Guide customers in comprehending system functionality and resolving technical issues.

⛳️ Requirements

• Experience in supporting EHR/EMR systems within a technical support, implementation, or healthcare IT capacity.

• Knowledge of at least one of the following platforms such as Epic, Cerner, Oracle Health, Athenahealth, eClinicalWorks, NextGen Healthcare, Meditech, Allscripts, Veradigm (or similar).

• Strong analytical and troubleshooting abilities.

• Capability to understand and navigate intricate healthcare software platforms.

• Exceptional written and verbal communication skills in English (B2–C1 level).

• Comfortable elucidating technical issues to both technical and non-technical users.

• Experience with support ticketing systems and documentation tools.

🏝️ Benefits

• We provide health insurance for contractors.

• Holiday Extra Pay.

• Work hours typically align with standard business hours in the US, with some flexibility based on client needs.

• This role is entirely remote.

• We emphasize the mental health of our team members and offer mental health days to promote well-being.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is in place.

• There are numerous opportunities for professional growth and advancement within the organization.