Senior Analyst, Support Services
New
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Interwell HealthKidney Care Management
Remote, United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3 – 5 years
- Required Skills
- Microsoft OfficeEHRNetworking
Requirements
- High School Diploma.
- 3 – 5 years of 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.
- Proficiency with Microsoft Office, current web browsers, and Windows.
- Ability to interpret technical documentation.
- Web-based technical troubleshooting proficiency (e.g., clearing cache, adjusting browser settings).
- Strong verbal and written communication skills with a professional phone presence.
- Strong technical aptitude and attention to detail.
- Ability to work independently with minimal supervision.
- Must have access to a reliable, stable, high-functioning internet connection.
- Available for a one-week on-call rotation.
Responsibilities
- 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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