Support Operations Analyst

21 hours ago

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Axuall

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💰 $10.4M Series A on 2021-06

Description

• About Axuall • Built with leading healthcare systems, Axuall is a workforce intelligence company. • Enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time. • Providing unique, powerful data insights for network planning, analytics, and reporting. • Streamlines the secure sharing of digitally verified credentials between clinicians and organizations. • We seek an experienced Support Operations Analyst to join our dynamic Support team. • You will play a critical role in ensuring the smooth operation of our software products. • Your expertise in providing technical support, authoring knowledge base articles, conducting impact analysis, and assisting with process development will be essential in delivering exceptional customer support and driving continuous improvement in our support processes. • Provide technical support to customers as needed, addressing complex issues and inquiries related to our software products. • Analyze, diagnose, and resolve escalated technical problems reported by customers in a timely and efficient manner. • Collaborate with cross-functional teams, including software developers and product managers, to identify and resolve recurring or critical issues. • Create and maintain a comprehensive knowledge base that holds documentation on solutions, workarounds, and best practices for common customer issues. • Continuously evaluate and enhance end-to-end support processes, tools, and methodologies to drive operational efficiency and customer satisfaction.

Requirements

• 3+ years troubleshooting and resolving tier 1 and tier 2 customer issues. • Support tooling such as Zendesk, Intercom, or Salesforce Service Cloud. • ITIL 4 or other issue governance methodology (ITIL 4 Foundation Certification or equivalent preferred). • Monitoring: Sentry, Grafana, or other monitoring tools. • SQL DB query knowledge. • File and data share approaches such as SFTP and API. • Exposure to healthcare organizations and clinicians. • Familiarity with provider credentialing a bonus.