Technical Support Analyst

A successful member of the Client Support team, this analyst will demonstrate exceptional problem-solving skills, research abilities, and a drive to continuously learn and collaborate with internal stakeholders to ensure efficient issue resolution. This role involves greater responsibility in task management, troubleshooting, and decision-making, particularly in situations where success or failure has high revenue implications. Additionally, the CSS will take an active role in ensuring accuracy and quality and manage Intercom communications for support-related issues.This position will be expected to work out of our Office at 3-4 days per week. Key Responsibilities :

• Using strong technical skills and excellent communication capabilities, diagnose and resolve software related issues for U.S.-based healthcare companies.
• Manage client communications through email, phone, and video, ensuring clear and professional interactions.
• Conduct in-depth research and analysis to resolve issues and improve processes.
• Work closely with the Customer Success Team, Product, Engineering, and other internal teams to escalate and resolve client issues efficiently.
• Maintain a deep understanding of client configurations and proactively manage updates.
• Identify patterns in client issues and recommend product enhancements.
• Troubleshoot software and integration-related issues at a more advanced level.
• Oversee complex, high-impact tasks tied directly to revenue retention and growth.
• Drive improvements in product adoption by educating clients on best practices.
• Take ownership of high-priority cases, ensuring timely resolution and clear communication with both clients and internal teams.
• Support successful implementations of solutions for clients.
• Manage Intercom communications for support-related issues, ensuring timely responses and efficient issue tracking.

Requirements