- Document all 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 application software, technical, and connectivity problems.
- Monitor issues to ensure timely resolution according to SLA/SLO guidelines.
- Provide guidance to junior staff on troubleshooting methods and assist with training.
- Serve as a liaison between customers and IT/Epic application teams.
- Identify and communicate customer needs regarding fixes, enhancements, and training.
- Collaborate with end-users to maximize application efficiency and perform testing.
- Consult with customers to reinforce workflow training and create custom reports.
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