Epic Support Analyst

• As a Support Analyst, 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.
• 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.

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.
• 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

Preferred

• 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.