Application Support Analyst
Application Support Analyst
Medicat seeks an Application Support Analyst to provide exceptional service and advanced system-level technical support to client end users of multi-user clinical EHR software applications.
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Remote
Location
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Full Time
Working Time
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Direct Entry
Level
Job Overview
This position requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and client satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff and other Medicat personnel to accomplish the goals established by the Application Support Team.
Role & Responsibilities
- Provides technical assistance and maintenance support to end users including, but not limited to, serving as primary first-tier support. Serves as the first point of phone and email contact for clients requesting Application Support.
- Identifies, triages, researches, and resolves complex incidents in a timely manner with the use of ticket management tools.
- Develops and maintains an understanding of best practices to use in coaching our clients to success.
- Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs, and learning modules and continuously exceeding expectations.
- Maintains a sustained engagement level and active participation in Medicat’s teaching and learning culture.
- Enhances professional growth and development through education programs, workshops or other educational opportunities that may be presented.
- Keeps abreast of current events.
- Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
- Communicates effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and providing timely status updates.
- Uses judgment and seeks assistance when guidelines, policies, and processes are inadequate, significant deviations are proposed, or when unanticipated problems arise.
- Works independently on all routine assignments and strives to improve skills & problem-solving abilities.
Required Qualifications
- 1+ years of client-facing Ambulatory PM/EHR software support experience.
- Strong understanding of EHR software and clinical workflow.
- Windows computer skills.
- Excellent listening and problem-solving skills.
- Ability to multi-task while maintaining productivity and efficiency.
- Ability to translate product features into workflow benefits for users.
- Outstanding client communication skills including follow-through, tracking, and closure.
- Ability to convey instructions, document processes, and communicate effectively in writing.
- Exceptional interpersonal skills to facilitate interaction with internal staff and clients.
- Ability to escalate client issues to the manager.
- Client-centric attitude with client satisfaction as the #1 objective.
Preferred Qualifications
- Current or previous Medicat user experience.
- Experience with a ticket management system.
- e-Prescribing exposure/understanding – Rcopia by DrFirst preferred.
- Software testing skills.
- Experience with CRM systems.
- Software installation experience.
- Familiar with ePHI security.
Application Form
