Senior Analyst, Support Services

Interwell Health

. Provide professional phone, email, and chat support for application software, technical problems, and IT issues .

Posted 9/22/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in application software support, technical troubleshooting, and customer communication, with a strong focus on resolving issues efficiently and enhancing user experience. Proficient in managing support tickets and collaborating with various stakeholders to optimize application performance.

Highest-signal resume keywords

Application Software SupportTechnical TroubleshootingElectronic Health Record SystemsCustomer CommunicationIssue Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Documentation InterpretationWeb-Based Technical TroubleshootingBasic Networking SkillsMicrosoft OfficeWindows ExperienceDevice ConnectivityCache and Cookies ManagementEpic Application ExperienceAD ManagerHL7 Interface Troubleshooting

Soft Skills

Effective Problem-SolvingExcellent Verbal CommunicationStrong Interpersonal SkillsAttention to DetailAbility to Work Independently

Tools & Technologies

Issue-Tracking SystemsAcumen ApplicationRemote Access ConnectionsCurrent Web BrowsersHigh-Functioning Internet Connection

Industry Keywords

Clinical OperationsPractice Management SystemsHospital ApplicationsClinical Physician Office OperationsCustomer Support Channels

Tech Stack

Tools & technologies

CitrixiOS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High School Diploma
3–5 years’ related experience
Experience in application software support
Experience with Electronic Health/Medical Record and/or Practice Management Systems
Basic hardware, device connectivity, and networking skills
Experience with Microsoft Office, 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
Experience using Windows or current platform and web-based applications
Effective troubleshooting and problem-solving skills
Excellent verbal and written communication skills
Strong phone presence and professional customer communication
Strong interpersonal and collaboration skills
Ability to quickly learn, retain, recall, and apply complex information
Ability to adapt to changing technologies and processes
Strong technical aptitude, attention to detail, organization, multitasking, and accuracy
Ability to work independently with minimal supervision
Ability to remain calm and focused in high-pressure or fast-paced environments and manage competing priorities
Ability to sit at a computer terminal for extended periods
Access to a reliable, stable, high-functioning internet connection
Preferred: Epic application experience; AD Manager; hospital, clinical, or ancillary applications; current Mac iOS; clinical physician office operations; remote access connections; HL7 interface troubleshooting

Benefits

Comp & perks

100% remote work
Less than 10% travel annually, with no more than one or two weeks of business trips per year
One-week on-call rotation participation
Reliable, stable, high-functioning internet connection for remote work
Reasonable accommodation for individuals with disabilities
Mission-driven, collaborative, inclusive work environment
Diversity, equity, and inclusion commitment