At eHana we help behavioral health and human service providers support the most at-risk members of our community – individuals with behavioral health, substance use, and developmental challenges. Our SaaS Electronic Health Record, Care Management, Billing, and Analytics platforms help our nonprofit partners document services, track outcomes, and get paid for their important work. Our work supporting the social safety net, a critical part of a just and equitable society, makes us a uniquely mission-driven technology company.
And we're growing! We're looking for a support master to help guide our customers into meeting their missions successfully. This role will be a member of our quality team and joins seven other experts who report directly to our VP of Quality. As an Application Support Analyst you'll primarily be responsible for building relationships with eHana's customers and working with them to research and troubleshoot any issues they encounter. Ideal applicants should be independently motivated, high energy, and detail oriented. This role is US-only remote, with a preference for Eastern time zones.
Role Requirements:

• 3-5 years prior experience
• Proven ability to understand and communicate complex concepts to technical and non-technical customers/users alike
• A positive hands-on attitude and a willingness to get things done
• Prior application support experience with Health IT and/or behavioral health and human services appreciated

Representative Responsibilities:

• Providing front-line technical support for administrators and end users of the eHana EHR, eHana Care Management system, and associated third-party products
• Using eHana's support tools and workflow (Jira, email, phone) to triage and resolve customer issues and questions; engaging with other eHana teams when necessary to research issues
• Updating eHana product documentation for accuracy and completeness where necessary
• Thoroughly documenting all customer interactions and tracking progress on all incidents and requests assigned to you
• Contributing to eHana's ongoing efforts at growth and process improvement, suggesting/making workflow improvements where possible
• Working with eHana's product team to spec and implement features intended to resolve recurring customer issues
• Using eHana's configuration tools to construct custom forms, define program­ specific workflows, EHR security protocols, data imports, and otherwise configure system for customer use
• Assisting project managers on implementation projects and customer projects where needed
• Proactively monitoring customer satisfaction and overall system performance

Culture/BenefitsPrepandemic eHana had a hybrid work environment, with a vibrant office in downtown Boston and staff all over the country. Times have changed, and we're now fully remote, but our culture and community has stayed strong, and we're looking to make it even stronger with this hire.
eHana offers a competitive benefits package, flexible work hours, and compensates to the local market. The projects you work on will have a real-world impact on the lives of those suffering with behavioral health, developmental disability, and/or substance abuse problems. Join our team!

• 14 paid holidays your birthday!
• 21 days vacation the week between Christmas and New Years
• Paid parental leave
• 401(k) with employer match
• eHana "Enlightenment Fund" for personal educational use
• Healthcare PPO/HMO
• Employer HSA Contribution
• Vision Dental coverage
• Short-term & Long-term disability
• Life Insurance
• Great work culture

Because communication skills are critical to success in this role, the most important part of your application is your cover letter. Please be sure to include one that speaks to the specifics of this role. We look forward to hearing from you!