Job Description
- As the Senior Analyst, Support Services, you provide professional phone, email, and chat support to customers, addressing questions or issues related to application software, technical problems, and information technology.
- Your primary responsibility will be to provide quality and timely resolutions to customer questions or problems or to escalate them on behalf of the customer to appropriate personnel.
- Additionally, you will keep customers and management, as needed, informed on case status updates and support and maintain effective relationships with users.
- Thoroughly document all customer issues in the issue tracking system(s) to ensure product and service reliability.
- Use and contribute to the development of an internal support knowledge base.
- Answer, evaluate, and prioritize incoming application and technical requests from both internal and external customers.
- Troubleshoot, identify, and resolve support problems including application software, technical and internet connectivity problems (e.g., Citrix and device connectivity).
- Track and monitor issues to ensure a timely resolution, adhering to department and SLA/SLO guidelines for escalating product support issues.
- Provide guidance to others on effective troubleshooting methods.
- Assist junior staff with complex support tasks requiring advanced knowledge, as directed by your department leaders; assist with the training of new hires as needed.
- Serve as the liaison between the clinic/department/customer and IT and/or Epic application teams, coordinating with higher-tier resources as needed.
- Identify, resolve, and/or communicate customer needs related to break/bug fixes, maintenance changes, enhancement/customization requests, training needs, optimization, reporting, and other items as directed by your department leaders.
- Collaborate with end-users and team members to maximize the efficiency of Acumen applications and upgrades. Test and troubleshoot existing and proposed applications.
- Assist customers with workflow-related training and creating basic custom reports.
- Document end user issues and recommend steps to prevent recurrences.
- Follow existing workflow documentation or tip sheets suggesting updates or revisions as needed.
- Manage support desk tickets, phone calls, emails, chats, and any other channels for addressing customer issues efficiently (internal and external).
- Assist with various projects assigned by your department leadership.
- Perform other duties as assigned.
- Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
Skills & Competencies:
Quality Decision Making
- Effective troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong phone presence, delivering clear, courteous, and effective communication with customers and colleagues.
- Strong interpersonal skills with a professional demeanor, fostering positive team collaboration and rapport.
- Contribute to the ongoing development and expansion of the internal product knowledge base.
- Exceptional ability to quickly learn, retain, recall, and apply complex information.
- Ability to adapt to rapidly changing technologies and processes.
- Strong technical aptitude with a keen attention to detail.
- Detail oriented, organized, and capable of multitasking with a focus on accuracy.
- Capacity to work independently with minimal supervision.
- Ability to remain calm, patient, and focused in high-pressure or fast-paced environments, effectively managing competing priorities and navigating through challenging situations.
- Dynamic work environment that is intellectually challenging and requires adaptability to changing priorities
Required
- High School Diploma
- 3 – 5 years’ related experience.
- Experience in application software support.
- Strong critical thinking skills, including the ability to assess issues, identify root cause, and determine next steps
- Experience with Electronic Health/Medical Record and/or Practice Management Systems.
- Basic hardware, device connectivity, and networking skills.
- Experience with Microsoft Office, all current web browsers, and Windows.
- Proficient in interpreting and comprehending technical documentation
- Proficient in web-based technical troubleshooting, including clearing cache and cookies and adjusting web browser settings
- Epic application experience
- Experience with or understanding of AD Manager
- Experience with hospital, clinical healthcare applications.
- Knowledge of the current version of Mac iOS.
- Healthcare experience related to clinical physician office operations.
- Experience with remote access connections.
- Previous application support/helpdesk experience.
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