Solutions Analyst, Acute and Payer General Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and deliver technical and integration interactions effectively.

• Take ownership of challenging and engaging customer cases.

• Provide compassionate, high-quality assistance to clients in managing, configuring, and utilizing clinical applications.

• Cultivate in-depth knowledge of cloud-based software that supports clinical workflows and patient care in long-term care environments.

• Diagnose technical issues through log analysis, research, and problem recreation.

• Work collaboratively across teams to ensure customer satisfaction and prompt issue resolution.

• Utilize and contribute to the internal knowledge base to enhance support efficiency.

• Achieve or surpass service delivery standards and key performance indicators (KPIs).

• Record customer interactions, investigative actions, and solutions in the help desk ticketing system.

• Resolve technical issues for both internal and external stakeholders while maintaining clear communication.

• Report to the Manager of Customer Support regarding technical support requirements.

⛳️ Requirements

• Shift work is necessary for eligibility.

• 1-2 years of experience in SaaS support, Technical Support, and/or Operations Support.

• Familiarity with clinical workflows in long-term care or medical facilities is preferred but not mandatory.

• Strong comprehension of business workflows and processes within SaaS or enterprise applications.

• Demonstrated problem-solving abilities and skill in managing customer expectations.

• Excellent written and verbal communication capabilities.

• Comfortable working in fast-paced, high-demand settings.

• Strong technical aptitude; detail-oriented, analytical, patient, and an active listener.

• Experience working with cross-functional technical teams, including Product, Engineering, and Quality Assurance.

• Proficient in supporting and troubleshooting web-based SaaS applications.

• Familiarity with diagnostic and observability tools and techniques is preferred.

• Experience with CRM/help desk platforms like Salesforce Service Cloud, Zendesk, or similar.

• Exposure to AI tools and a desire to utilize them to improve product management practices and capabilities.

• Availability to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as necessary.

🏝️ Benefits

• Benefits commence from Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition.

• Full-time benefits.

• Overtime-eligible.

• In-office events including onboarding, team events, and semi-annual and annual meetings.