Solutions Analyst

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

📋 Description

• Assume the role of a detective: uncover the root causes of issues, guide users through solutions or workarounds, and collaborate with the technical team to create appropriately sized solutions for each bug or enhancement.

• Identify upgrade opportunities: streamline workflows and validations to enhance setup accuracy and improve user experience.

• Manage the ticket pipeline: utilize Wrike to organize, refine, and maintain every support ticket, ensuring developers have a clear understanding of requirements, complete with status updates and testing results.

• Establish priorities: collaborate with stakeholders to ensure that the most critical tickets are addressed in every support sprint.

• Connect the team: work closely with our technical team, including offshore developers, to ensure that delivered work meets expectations.

• Uphold quality standards: test support and product tickets in lower environments, approve what is ready for production, and verify all aspects post-deployment across various scenarios.

• Keep everyone informed: proactively communicate ticket status to both internal and external stakeholders.

• Continuously improve: develop in-depth knowledge of our products, features, and program configurations, and enhance your understanding of the Software Development Lifecycle.

• Step in as needed to ensure Wellworks' web portal and mobile app operate at peak performance for all users who depend on them.

⛳️ Requirements

• Strong analytical and problem-solving abilities.

• Excellent communication and customer service skills.

• An organized, detail-oriented, and laser-focused approach to work.

• Proven track record of thriving both independently and as a team member.

• Ability to maintain composure when deadlines shift and priorities conflict.

• Proficiency with Microsoft Office Suite, SharePoint, and similar applications.

• Bonus points for experience with SQL.

🏝️ Benefits

• Competitive salary.

• Client retention bonuses.

• Additional incentives.

• Opportunities for growth.

• Comprehensive benefits package including Medical, Dental, Rx, Vision, Life, Disability, and Hospital reimbursement plan.

• 401k with employer matching per pay period.

• Employee Assistance Program provided by LifeMatters EAP.

• Mental health benefits, including access to paid therapy.

• Paid maternity leave after 12 months of employment.

• Paid Time Off, including volunteer time and a day off for your birthday.

• Casual dress code.

• Wellness program and team-building opportunities with incentives.

• Milestone anniversary program.

• Ongoing training and education.