[Remote] Technical Support Analyst
Note: The job is a remote job and is open to candidates in USA. Relatient is a healthcare organization focused on optimizing patient access through innovative technology solutions. The Technical Support Analyst serves as a liaison between clients and internal teams, managing inquiries, resolving technical issues, and ensuring a high-quality client experience.
Responsibilities
- Deliver a high-quality client experience by serving as the primary point of contact for support inquiries and issue resolution
- Resolve client complaints and troubleshoot product issues via phone, email, and support cases
- Submit, assign, and manage support cases, ensuring timely follow-up and clear communication with clients
- Monitor the support portal and keep clients informed on the status and resolution of their cases
- Prioritize incoming requests effectively to meet service level expectations and business needs
- Guide clients through solutions, particularly in cases of user error or knowledge gaps
- Handle high volumes of calls and support tickets using internal systems and tools
- Collaborate with team leads and cross-functional partners to ensure consistent, high-quality customer service
- Accurately document and manage call and email records within the support portal
- Route or transfer clients to the appropriate internal departments when needed
- Escalate high-priority issues to the support team to ensure rapid resolution
- Conduct basic issue research and troubleshooting prior to case assignment
- Provide web portal training and ongoing support to clients
- Communicate case resolution clearly and effectively to clients
- Perform other duties as assigned
Skills
- Bachelor's degree in a related field or equivalent experience in lieu of a degree
- 1+ years of experience in a customer support environment, preferably in a technical support role
- Basic to intermediate SQL experience (including writing queries; experience with joins is a plus)
- Foundational understanding of programming or scripting languages
- Strong problem-solving skills with the ability to troubleshoot technical issues and guide clients to resolution
Benefits
- Medical, dental, and vision coverage
- Company-paid life and disability insurance
- HSA with employer contributions
- Employee Assistance Program (EAP)
- 401(k) with company match
- Unlimited PTO, 10 paid holidays, and paid parental leave
Company Overview