Senior Analyst, Support Services

Job Title: Senior Analyst, Support Services

 

What You’ll Do

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.

Essential Functions:

• Thoroughly document all customer issues in the issue tracking system(s) to ensure product and service reliability.
• 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.
• Consult with customers to train and reinforce workflow training and assist in creating 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
• Perform other duties as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

What You’ll Need

Skills & Competencies:

Quality Decision Making

• Effective troubleshooting and problem-solving skills.

Effective Communication

• Excellent verbal and written communication skills.
• Strong phone presence, delivering clear, courteous, and effective communication with customers and colleagues.

Collaboration/Teamwork:   

• Strong interpersonal skills with a professional demeanor, fostering positive team collaboration and rapport.

Technology Proficiency

• 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.

 

Attention to Detail and Organization

• Strong technical aptitude with a keen attention to detail.
• Detail oriented, organized, and capable of multitasking with a focus on accuracy.

Self-Motivation

• Capacity to work independently with minimal supervision.

Manages Ambiguity:

• 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

Education and Experience:

Required

• 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, 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
• Experience using Windows X or current platform, as well as web-based applications.

Preferred

• Epic application experience
• Experience with or understanding of AD Manager
• Experience with hospital, clinical, or ancillary 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.
• Experience working with troubleshooting HL7 interface issues.

Certifications and Licensure Requirements:

• None

Physical Requirements:

• Extensive use of computer keyboard and mouse.
• Extensive use of headsets, phones, and other communication devices.
• May be regularly required to sit, stand, see, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and keyboard.
• Ability to sit at a computer terminal for extended periods of time.
• Specific vision abilities required by this job include close vision requirements due to computer work.

Travel Requirements:

• Less than 10% travel, amounting to no more than one or two weeks of business trips per year, with each trip lasting no longer than a week.

Work Environment:

• 100% Remote    
• Moderate noise (i.e., phone calls, online meetings, computer audio)
• Requires access to reliable, stable, high functioning internet connection
• Participation in a one week on-call rotation is required

Job Title: Senior Analyst, Support Services

Summary

As a Senior Analyst in Support Services, you will provide professional support through phone, email, and chat to address customer inquiries related to application software, technical issues, and IT concerns. Your role is integral in delivering quality and timely solutions or escalating issues to appropriate personnel, keeping all stakeholders informed, and fostering effective user relationships.

Responsibilities

• Document customer issues in tracking systems to ensure service reliability.
• Contribute to the development of an internal support knowledge base.
• Evaluate and prioritize incoming technical requests from internal and external customers.
• Troubleshoot and resolve problems related to software and connectivity.
• Track and monitor issues to ensure timely resolution according to SLA/SLO guidelines.
• Provide guidance on troubleshooting methods to junior staff and assist in their training.
• Act as a liaison between customers and IT/application teams, coordinating with higher-tier resources.
• Identify and communicate customer needs related to fixes, enhancements, training, and optimization.
• Collaborate with end-users to maximize application efficiency and test new applications.
• Train users and create custom reports based on customer consultations.
• Document and recommend steps to prevent issue recurrences.
• Manage support desk tickets and user communications efficiently through various channels.
• Participate in special projects as assigned by department leaders.

Required Skills

• Effective troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and professional demeanor for team collaboration.
• Proficiency in adapting to changing technologies and processes.
• Strong attention to detail and organizational skills.
• Self-motivated with the ability to work independently.
• Ability to manage ambiguity and remain calm in high-pressure environments.

Education and Experience

• High School Diploma.
• 3–5 years of related experience.
• Experience in application software support and EHR/Practice Management Systems.
• Basic hardware, connectivity, and networking skills.
• Experience with Microsoft Office, web browsers, and Windows.
• Proficiency with technical documentation and web-based troubleshooting.

Preferred Qualifications

• Epic application experience.
• Experience with AD Manager and hospital/clinical applications.
• Knowledge of Mac iOS and healthcare experience related to clinical operations.
• Experience with remote access connections and HL7 interface troubleshooting.

Certifications and Licensure Requirements

• None

Physical Requirements

• Extensive use of computer keyboard, mouse, and communication devices.
• Ability to sit at a computer terminal for extended periods.
• Specific vision requirements for computer work.

Travel Requirements

• Less than 10% travel annually.

Work Environment

• 100% Remote
• Moderate noise from phone calls and online meetings.
• Reliable internet connection required.
• Participation in a one-week on-call rotation is required.