Remote job
US- Solutions Analyst (QMar- EHR Support)
Job details
About this role
Role overview
Provide technical and customer support for cloud based clinical software used in long term care and medical settings. You will help customers configure and use the applications, investigate issues methodically, and coordinate with other teams to restore service and support care workflows.
Responsibilities
- Respond to customer questions with patience and empathy across available support channels. - Diagnose issues by reviewing logs, researching symptoms, and reproducing problems. - Record customer interactions, investigation steps, and resolutions in a ticketing system. - Work with technical and other internal teams to resolve issues and improve customer outcomes. - Use and contribute to support documentation and knowledge resources; meet service quality and performance targets. - Work the stated weekday schedule of 11 a.m.–8 p.m. Eastern, with occasional overtime, weekend, holiday, or on-call coverage.
Requirements
- 1–2 years of customer support experience, ideally in a SaaS or technical support setting. - Strong customer focus, communication, listening, analytical, and troubleshooting skills. - Ability to learn web based applications quickly and handle a fast paced, high demand support environment. - Familiarity with diagnostic tools and collaboration with technical teams. - Experience with a help desk or customer support platform; Salesforce Service Cloud or similar is relevant.
Nice to have
- Experience supporting clinical, health technology, nursing, long term care, skilled nursing, home health, or hospice workflows. - Prior experience with QuickMAR or a similar clinical application; familiarity with Kibana or AppDynamics. - Healthcare, business administration, or information technology post secondary education. - Experience using AI assistants as part of work.