Senior Support Analyst
October 29
Description
• Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat • Build and maintain strong relationships with users, demonstrating empathy and understanding of their needs and challenges • Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems • Escalate complex technical issues to the engineering team when necessary, providing clear and detailed information about the problem • Develop and maintain support documentation, including FAQs, user guides, and troubleshooting procedures • Collaborate with the product team to provide user feedback and suggestions for product improvements • Monitor support metrics and contribute to continuous improvement of support processes • Conduct user training sessions and create educational materials to enhance user proficiency with our application • Stay up-to-date with product updates and features to provide accurate and current support
Requirements
• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS • Experience with Jira or other ticketing systems • Must have strong experience in at least one of the following: • Clinical documentation improvement (CDI) processes • Healthcare information systems • Technical troubleshooting and problem-solving • Excellent communication skills, with the ability to explain technical concepts to non-technical users • Strong empathy and patience, with a genuine desire to help users succeed • Ability to quickly learn and adapt to new technologies and processes • Excellent time management and prioritization skills in a remote environment • Proactive approach to identifying and resolving potential issues before they escalate
Benefits
• Medical/dental/vision benefits • 401k • Free One Medical membership • Parental leave • Remote first • Minimal bureaucracy • Incredible teammates!
Apply NowSimilar Jobs
October 29
Thermo Fisher Scientific
10,000+
Manage mobile devices for clinical trials at Thermo Fisher Scientific.
October 29
Applied Nutrition
201 - 500
Manage HIM application integration at Jupiter Medical Center in Florida.
October 29
The Home Depot
10,000+
Analyze data to improve HomeDepot's online marketing performance and strategies.
🇺🇸 United States – Remote
💵 $75k - $150k / year
💰 Debt Financing on 2007-07
⏰ Full Time
🟠 Senior
🧐 Analyst
October 29
Northwestern Mutual
5001 - 10000
Client service analyst role at Northwestern Mutual in a call center environment.