Expert Support Consultant - H

Harris Computer•Colorado Springs, CT

4d•Remote

About The Position

As an eCW Support Consultant in our Client Support team, you will be a key point of contact for our clients, providing expert product application support via telephone and internet. Your mission is to assess and resolve product and service issues using your advanced troubleshooting skills and independent judgment. This role is vital to ensuring our clients can effectively use our software to deliver excellent patient care.

Requirements

Must have 3-5 years’ experience with eClinicalWorks (ECW).
2-4 years of relevant work experience in a client support or similar role is preferred.
Familiarity with the healthcare industry and clinical workflows.
Demonstrated ability to troubleshoot and resolve technical application issues.
Experience applying break-fix solutions to successfully resolve a high percentage of cases independently.
Customization build within the application to include but not limited to order sets, creating new lab/rad orders, and visit types.
Provisioning to include but not limited to new users and terminations within the system.

Nice To Haves

A Bachelor’s degree is preferred.

Responsibilities

Diagnose and resolve client application questions or problems related to product functionality, system configuration, and bugs or enhancements.
Track, document, and ensure proper notation of all inbound support requests and client issues.
Maintain a detailed log of issues (SNOW) and communicate client feedback to product development teams to help improve current and future product designs.
Work independently to troubleshoot medium to high-severity issues by gathering pertinent information from clients and delivering effective resolutions.
Stay current with software releases, design changes, and new product offerings.
Collaborate directly with clients on application issues, leveraging your product knowledge and understanding of the healthcare business.
Adhere to all Standard Operating Procedures (SOPs), including those for Patient Safety and Compliance.