Customer Support Analyst

Waystar • Austin, TX

29d

About The Position

Waystar is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.

Requirements

• Bachelor's degree
• 1+ years of relevant experience
• High technical aptitude OR existing basic knowledge level with applicable technologies (E.g., PosgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML, etc.)
• Familiarity with healthcare industry and clinical concepts
• Experience using a Support ticketing system such as Salesforce or Zendesk Support
• Ability to communicate concisely and clearly, both written and verbal
• Client focus mindset - provide value beyond expectation and approach work with internal and external clients' interests top of mind
• Apply logic, research, and data to inform decisions
• Demonstrate empathy and patience for end users; takes a personal stake in our clients' success
• A problem solver's mentality: wants to open up the machine to see how it works
• Attention to detail, highly organized, with an absolute focus on quality of work
• Proven track record of managing multiple, competing priorities while consistently exceeding goals
• Team player DNA with a desire to solve for the interests of our clients and of our business
• Positive, self-starter attitude with high level of personal ownership and accountability
• Travel to and from company headquarters in Austin, Texas is required for new hire orientation, onboarding and occasional company meetings

Responsibilities

• Hold a working knowledge of Waystar applications, and technologies, and client base.
• Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
• Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.
• Maintain detailed records of all internal and external customer interactions.
• Improve current documentation, knowledge base articles, FAQ's and training materials for the internal support team.
• Follow support processes and procedures and understanding of what resources are available for self-service.
• Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
• Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
• Identify trends to address with the client or internally to improve client experience and workflow.
• Approach every client interaction with a total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
• Identify and advocate for robust solutions to recurring issues that affect our customer base
• Assist in quality assurance, deployment, and preparation for new releases.
• Expand your skill set in technologies to create solutions for customers (Examples - PostgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML).
• Cultivate processes and team culture for scale.
• Other small-scale support related special projects during downtime.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 1,001-5,000 employees