DrCloudEHR Support Specialist

Position:

Team:

Responsibilities :

• Provide firstlevel EHR support to end users

  Serve as primary contact—troubleshoot basic application issues, log and resolve helpdesk tickets via phone and Zoom.

• Collaborate with Support Services team

  Work closely with colleagues to monitor queue workloads, share updates, and ensure consistent, high-quality customer service.

• Technical liaison duties

  Coordinate with the technical team to escalate, resolve, or clarify complex issues—gather detailed information from end users and relay updates back promptly.

• Troubleshooting & ticket management

  Investigate application errors, provide workarounds, document resolutions in the ticketing system, and follow through until issues are closed.

• Active listening & communication

  Utilize strong listening skills to extract necessary detail from users, clarify technical queries, and simplify explanations for nontechnical audiences.

• Highlevel verbal communication

  Confidently interact with end users over phone and Zoom, resolve concerns in real time, and escalate critical issues to ensure user satisfaction.

• Follow company processes & documentation

  Adhere to DrCloudEHR’s support procedures, record all customer interactions, steps taken, and outcome in compliance with internal protocols.

Requirements :

• Experience:

  2+ years in helpdesk, application support, or EHR/EMR technical support roles—preferably with direct enduser support.

• Technical familiarity:

  Exposure to ticketing systems, remote-support tools, EHR workflows, and basic troubleshooting steps.

• Communication skills:

  Excellent verbal and written English; able to gather requirements and explain technical information clearly.

• Customer-oriented mindset:

  Strong interpersonal skills with a focus on timely resolution, empathy, and service quality.

• Remote working capability:

  Self-motivated, able to work during US business hours, and manage time independently in a virtual environment.