Description
As a Solutions Analyst, you are responsible for delivering and managing technical and integration interactions and owning the most challenging and interesting cases. You will provide empathetic, high-quality support to clients managing, configuring, and using clinical applications.
Key Responsibilities:
- Provide support to clients managing, configuring, and using clinical applications.
- Develop deep expertise in cloud-based software to support clinical workflows and patient care in long-term care settings.
- Troubleshoot technical issues through log analysis, research, and problem recreation.
- Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.
- Leverage and contribute to the internal knowledge base to improve support efficiency.
- Consistently meet or exceed service delivery standards and key performance indicators (KPIs).
- Accurately document customer interactions, investigative steps, and resolutions using the help desk ticketing system.
- Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.
Your Key Strengths:
- Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
- 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment.
- Understanding of clinical workflows in long-term care or medical facilities (preferred, not required).
- Strong understanding of business workflows and processes within SaaS or enterprise applications.
- Proven problem-solving skills and the ability to manage customer expectations.
- Excellent written and verbal communication skills.
- Comfortable in fast-paced, high-demand environments.
- Quick learner with strong technical aptitude; detail-oriented, analytical, patient, and an active listener.
- Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA).
- Experience supporting and troubleshooting web-based SaaS applications.
- Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred).
- Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar).
Salary: $58,000 - $63,000 a year
Benefits:
- Benefits starting 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 … and more!