Solutions Analyst – EHR Support

Jobtailor; United States; On-site; USD 50,000 - 80,000; Full time

Job summary

Jobtailor is seeking an experienced customer support professional to deliver world-class assistance across channels, leveraging AI tools to improve user experience. The role emphasizes API knowledge, CRM proficiency, and proactive collaboration within a remote-friendly, fast-paced team.

You will manage cases, maintain knowledge bases, and build strong client relationships while contributing to ongoing operational improvements.

Qualifications

• Exposure to AI tools and a desire to leverage them to enhance work content and user experience.
• Ability to handle clients professionally and with confidence during interactions.
• Ability to organize, prioritize, and coordinate multiple tasks for self and team.
• Thrives in fast-paced environments with strong time management.
• Solid understanding of API and service technologies and functions.
• Initiative to contribute to a positive team environment and processes.
• Experience with operational tools development and continuous improvement.

Responsibilities

• Provide timely, world-class customer support to users via multiple channels.
• Manage incoming support cases by prioritizing severity and routing when needed.
• Take ownership and follow up on open cases until resolved.
• Build strong client relationships by timely follow-ups.
• Maintain knowledge articles for the support portal to answer FAQs.
• Keep records of daily communications, transactions, and actions in CRM.
• Support departmental goals, objectives, and deliverables.
• Work shifts between 8am and 8pm as required.

Skills

AI Tools

Client relationships

Time management

Critical thinking

Initiative

Team collaboration

Continuous learning

Education

Post-Secondary Education - Information Technology or related field

Tools

AI Tools

CRM System

Job description

Job Responsibilities

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Requirements

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset
• MDS 3.0 Expertise
• MDS Coordinator Experience

Core Competencies

Demonstrates expertise in customer support, leveraging AI tools to enhance user experience while maintaining strong client relationships. Possesses a solid understanding of API and service technologies, with a focus on continuous improvement and operational efficiency.

Highest-signal resume keywords

• Customer Support
• API Understanding
• MDS 3.0 Expertise
• Technical Support ExperienceTime Management

ATS Optimization Keywords

Hard Skills

• API Understanding
• MDS 3.0 Expertise
• Technical Support Experience
• Operational Tools Development
• CRM System Management

Soft Skills

• Critical Thinking
• Time Management
• Professionalism
• Initiative
• Team Collaboration

Industry Keywords

• Customer Support
• Client Relationships
• Remote Team Collaboration
• Continuous Learning
• Operational Processes

Tools & Technologies

• AI Tools
• CRM System