Senior Analyst, Support Services
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Job Description
Senior support analyst providing phone, email, and chat support for Interwell Health’s kidney care management operations. Troubleshooting applications, connectivity, and EHR-related issues while coordinating escalations.
Responsibilities:
- Provide professional phone, email, and chat support for application software, technical problems, and IT issues
- Deliver timely resolutions or escalate customer issues to appropriate personnel
- Keep customers and management informed about case status
- Document customer issues in issue-tracking systems
- Contribute to and expand the internal support knowledge base
- Answer, evaluate, and prioritize application and technical requests from internal and external customers
- Troubleshoot application software, hardware, internet connectivity, Citrix, and device connectivity problems
- Track and monitor issues according to SLA/SLO escalation guidelines
- Provide troubleshooting guidance to others
- Assist junior staff with complex support tasks and train new hires
- Liaise between clinics, departments, customers, IT, and Epic application teams
- Coordinate with higher-tier resources
- Identify and communicate needs related to bug fixes, maintenance, enhancements, training, optimization, reporting, and customization
- Collaborate with end users and team members to improve Acumen application efficiency and test applications and upgrades
- Train customers on workflows and assist with creating custom reports
- Recommend steps to prevent recurring issues
- Manage support tickets, phone calls, emails, chats, and other customer-support channels
- Assist with departmental projects and perform other assigned duties
Requirements:
- High School Diploma
- 3–5 years’ related experience
- Experience in application software support
- Experience with Electronic Health/Medical Record and/or Practice Management Systems
- Basic hardware, device connectivity, and networking skills
- Experience with Microsoft Office, 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
- Experience using Windows or current platform and web-based applications
- Effective troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Strong phone presence and professional customer communication
- Strong interpersonal and collaboration skills
- Ability to quickly learn, retain, recall, and apply complex information
- Ability to adapt to changing technologies and processes
- Strong technical aptitude, attention to detail, organization, multitasking, and accuracy
- Ability to work independently with minimal supervision
- Ability to remain calm and focused in high-pressure or fast-paced environments and manage competing priorities
- Ability to sit at a computer terminal for extended periods
- Access to a reliable, stable, high-functioning internet connection
- Preferred: Epic application experience; AD Manager; hospital, clinical, or ancillary applications; current Mac iOS; clinical physician office operations; remote access connections; HL7 interface troubleshooting
Benefits:
- 100% remote work
- Less than 10% travel annually, with no more than one or two weeks of business trips per year
- One-week on-call rotation participation
- Reliable, stable, high-functioning internet connection for remote work
- Reasonable accommodation for individuals with disabilities
- Mission-driven, collaborative, inclusive work environment
- Diversity, equity, and inclusion commitment
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