Technical Support Analyst
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Job Description
Technical Support Analyst providing customer service, troubleshooting, and support for health tech platform users. Assist users with application navigation and resolve issues with urgency.
Responsibilities:
- Provide exceptional customer service in person, via phone, and email as appropriate, ensuring all users feel supported and valued
- Resolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy
- Assist users with application navigation, helping them understand and effectively use platform features
- Perform user administration duties, including setting up accounts for new customers and managing user access
- Provide prompt and accurate feedback to customers, keeping them informed throughout the resolution process
- Maintain detailed documentation of issues, resolutions, and customer interactions to support knowledge sharing and process improvements
- Collaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate customer feedback
- Contribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions
Requirements:
- 2-5 years of experience in a technical support or analyst role interfacing with internal or external customers
- Bachelor's degree or equivalent degree in a relevant field, or equivalent experience
- Customer-first mindset with empathy, patience, and dedication to delivering outstanding service experiences
- Excellent troubleshooting and problem-solving skills across different platforms and devices, with the ability to diagnose issues methodically and think creatively about solutions
- Strong communication and organizational skills, with the ability to explain technical concepts clearly to non-technical users
- Ability to work well with people and within cross-functional teams, maintaining professionalism under pressure
- High attention to detail and commitment to maintaining accurate documentation and following established processes
Benefits:
- Exceptional customer service in person, via phone, and email
- Detailed documentation of issues and resolutions
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