Technical Support Analyst

6 days ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Therapy Brands

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Therapy Brands is a company that provides integrated, flexible practice management solutions tailored for mental and behavioral health professionals, including those in therapy, PT, OT, speech therapy, and more. The company offers comprehensive EHR and practice management systems designed to streamline workflows, improve user experience, and enhance clinical retention. Therapy Brands is committed to compliance with legal and security standards, offering secure and customizable solutions that cater to a variety of healthcare needs, especially focusing on mental health, substance use recovery, and applied behavior analysis. The company supports over 200,000 providers, providing tools like e-prescribing, billing, and scheduling to help practitioners spend more time with clients and less on administrative tasks.

practice management software • electronic health records • revenue cycle management • patient engagement • clinical data capture

201 - 500 employees

⚕️ Healthcare Insurance

💰 Private Equity Round on 2018-07

📋 Description

• Technical Support Analyst will work closely with Support, Implementation, Engineering and Product teams to provide technical support and manage the queue of T3 tickets and Vendor Implementation. • This position will serve as the final ticket escalation point with the Support Team. • Provide our customers with quick resolution to elevated issues and assist in equipping our Support team with knowledge to ensure our customers receive the best and most efficient support experience. • Diagnose, evaluate and resolve complex problem level 3 engineering tickets. • Execute vendor API tasks • Develop checklists for common problems and recommend procedures and controls for problem prevention • Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention • Investigate and reproduce customer reported issues, create corresponding support cases and provide appropriate workarounds when needed. • Manage client and compliance data requests • Prioritize customer requested engineering tickets, own the process to triage and prioritize defects and participate in release planning • Contribute to the development of new processes and solutions to improve team quality and productivity. • Perform analysis on existing systems; identifying options for potential solutions and assess for both technical and business suitability. • Develop a deep understanding of data collection products, customers, underlying datasets, and future product opportunities

🎯 Requirements

• Bachelor’s degree preferred. • Minimum of 2 years of experience in software Customer Support, Engineering, or Business/Product Analyst role • Experience with JSON, SOAP, REST, X12-5010 (desirable) • Proven ability to write technical documentation, previous API experience, and the ability to read code • Familiarity with web applications and an understanding of how they work • Excellence in both technical and non-technical written and verbal communication • Familiarity with standard bug reporting • The ability to develop a deep understanding of data collection products, customers, and underlying datasets • 2 years of experience in a Customer Support, QA, or Business/Product Analyst role • Experience using helpdesk tools and Office 365 • Good research, analysis, and problem-solving skills • Must demonstrate a strong ability to effectively manage time, work independently and deliver results in a customer-centric role. • Experience or understanding of agile methodologies