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Epic Compass Rose L1 Support

Summary

Duration: 6 months to start (with potential for conversion)

Job Description

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.

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.
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.

Talent Groups is an equal opportunity employer that values diversity and inclusion. All qualified applicants will receive consideration without regard to protected characteristics. The listed compensation range represents a good-faith estimate and may vary based on experience, skills, education, certifications, market conditions, client budget, and location, in accordance with applicable pay transparency laws.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91099677
Position Id: 9038263
Posted 3 hours ago

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Contact the job poster

Tiffany Louie

Recruiter @ Talent Groups

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Epic Support Analyst

Skills

Summary

Dice Job Match Score™

Tiffany Louie

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Epic Support Analyst

Job Details

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Summary

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Tiffany Louie

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