Customer Support Analyst (EHR / EMR)

Job Description - Customer Support Analyst

Job Title: Customer Support Analyst (EHR / EMR)

Location: Hybrid / Remote Indore & Pune

Work Environment & Expectations

• Shift Flexibility: Must be willing to work flexible hours, including potential night, weekend, holiday, or on-call shifts to support 24/7 healthcare clients.

Required Qualifications & Skills

• Education: Bachelor’s degree in health informatics, Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience: 6+ years of technical help desk or application support experience, preferably within a hospital, clinical setting, or healthtech environment.

Role Overview

The Customer Support Analyst delivers expert technical and operational assistance to healthcare providers using Electronic Health Record (EHR / EMR) software platform. In this role, an individual will diagnose complex system issues via phone, chat, and email, guide clinical users through best practices, and collaborate with internal development teams to maintain software performance and regulatory compliance.

Primary Responsibilities

• Tier 1 & Tier 2 Technical Support: Diagnose, troubleshoot, and resolve end-user inquiries across phone, email, and chat channels.
• Case Management: Maintain end-to-end ownership of support tickets, ensuring detailed logging in the tracking system and providing consistent updates to customers until full resolution.
• Issue Escalation: Thoroughly research complex, high-severity software bugs or infrastructure issues and escalate them to Tier 3 support, product engineers, or development teams.
• User Enablement: Educate clinical staff and administrative users on EHR system functionality, workflows, and operational best practices.
• Trend Analysis & QA: Identify recurring software issues to help cross-functional teams address root causes; participate as a Beta Support Representative to assist clients through version upgrades and new feature rollouts.
• Quality & Compliance: Adhere to Quality Management System (QMS) procedures and assist in maintaining compliance with applicable healthcare data regulations.
• Continuous Learning: Develop in-depth expertise in proprietary EHR applications, underlying system architecture, database configurations, and utility tools.
• Technical Proficiency:
• Familiarity with database systems, SQL queries, and basic software programming concepts (Java, AS/400, or similar environment experience is a plus).
• Fundamental understanding of Windows Administration, Network Administration, and system configurations.
• Communication & Soft Skills: Outstanding written, verbal, and interpersonal communication skills; ability to explain technical concepts clearly to non-technical healthcare staff.
• Prioritization & Professionalism: Proven ability to manage high-volume workloads, prioritize urgent clinical issues, and remain calm and professional under pressure.