EHR Support Analyst

Boston, MA



  • Assists users by identifying problems, researching answers, and guiding them through corrective steps.
  • Responsible for delivering exceptional support to Epic and Dragon users.
  • Provide remote support for callers using tools such as Bomgar and Citrix Director.
  • Resolving Epic, Dragon, and basic usability related problems and escalating to customer IT groups as appropriate.
  • Creates comprehensive call documentation by entering complete and detailed information to our ticket system.
  • Supports our callers by resolving issues and improving workflows.
  • Follows-up on outstanding issues reported by callers.
  • Utilizes tools such as Bomgar to remotely assist callers with Epic and Dragon questions.
  • Enhances job knowledge by participating in educational opportunities.




  • 3-5 Years of customer service experience including basic call center/computer and Windows OS skill sets.
  • 3-5 years of professional experience working with Epic in either a training or support role
  • 2+ Years of contact center experience
  • 2+ Years of remote work experience
  • Secondary education or certificates
  • Epic certifications or training experience
  • Knowledge of DMO, DMNE, DMA, Surgical CAPD
  • Proficient in Microsoft Office Suite
  • Knowledge in using remote access tools such as Citrix and VDI
  • Experience with screen sharing applications, Bomgar, LogMeIn, Citrix Director, etc.
  • Use of knowledgebase and ticketing systems, Salesforce Service Cloud, ServiceNow, Remedy, etc.






Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 1/22/2021
Salary $25.00 - $28.00/hr

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