Interwell Health

Support Engineer

• Provide professional phone, email, and chat support for application software, technical problems, and IT issues
• Deliver timely resolutions or escalate customer issues to appropriate personnel
• Keep customers and management informed about case status
• Document customer issues in issue-tracking systems
• Contribute to and expand the internal support knowledge base
• Answer, evaluate, and prioritize application and technical requests from internal and external customers
• Troubleshoot application software, hardware, internet connectivity, Citrix, and device connectivity problems
• Track and monitor issues according to SLA/SLO escalation guidelines
• Provide troubleshooting guidance to others
• Assist junior staff with complex support tasks and train new hires
• Liaise between clinics, departments, customers, IT, and Epic application teams
• Coordinate with higher-tier resources
• Identify and communicate needs related to bug fixes, maintenance, enhancements, training, optimization, reporting, and customization
• Collaborate with end users and team members to improve Acumen application efficiency and test applications and upgrades
• Train customers on workflows and assist with creating custom reports
• Recommend steps to prevent recurring issues
• Manage support tickets, phone calls, emails, chats, and other customer-support channels
• Assist with departmental projects and perform other assigned duties

Senior Analyst, Support Services