Support Specialist

3 days ago

Hyderabad, Telangana, India InterScripts, Inc. Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Summary:

We are seeking a motivated and detail-oriented
L1 Epic Support Specialist
to join our Client Services Group. In this role, you will provide first-level technical and application support for end users working within the Epic electronic health record (EHR) system. The ideal candidate is customer-focused, eager to learn, and thrives in a fast-paced healthcare IT environment.

Key Responsibilities:

  • Serve as the first point of contact for Epic-related incidents and service requests via phone, email, and ticketing systems.
  • Troubleshoot basic Epic EHR issues, including login problems, user access, printing errors, and workflow navigation.
  • Escalate complex issues to L2/L3 support or appropriate Epic application teams while ensuring clear and complete ticket documentation.
  • Monitor and manage support tickets through the ITSM platform, ensuring timely resolution and proper communication with end users.
  • Assist with Epic user provisioning and de-provisioning tasks based on role-based access control (RBAC).
  • Perform routine maintenance tasks such as password resets, profile updates, and basic device troubleshooting (e.g., workstation, printer).
  • Follow standard operating procedures (SOPs) and knowledge base articles for issue resolution.
  • Participate in team meetings and training sessions to maintain up-to-date knowledge of Epic and CSG tools.
  • Track common issues and report trends to help identify areas for process improvement or training.

Qualifications:

Required:

  • 1+ years of experience in Epic EHR technical support/help desk
    .
  • Experience in Epic Ambulatory and Willow
  • Strong customer service skills with a professional and patient-focused demeanor.
  • Excellent verbal and written communication skills.
  • Ability to multitask, prioritize, and manage time effectively in a high-volume support setting.

Preferred:

  • Prior experience with Epic Hyperspace or MyChart support.

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