Solutions Analyst (Acute and Payer-General Support)
About The Position
As a Solutions Analyst, you are responsible for delivering and managing technical and integration interactions and owning challenging customer cases. In this customer-facing support role, you provide solution-focused, service-oriented support and advocate for customers when handling or escalating high-priority cases and issues. You will troubleshoot technical issues internally and externally, maintain strong communication between teams, and report to the Manager, Customer Support for technical support needs. The role supports clients who manage, configure, and use clinical applications. It involves developing expertise in cloud-based software and clinical workflows in long-term care settings, investigating issues through log analysis and research, collaborating across functions, documenting work in a help desk ticketing system, and meeting service delivery standards and KPIs. The schedule is weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.
Requirements
- 1–2 years of SaaS support, technical support, or operations support experience.
- Strong understanding of business workflows and processes within SaaS or enterprise applications.
- Proven problem-solving skills and ability to manage customer expectations.
- Excellent written and verbal communication skills.
- Comfort working in fast-paced, high-demand environments.
- Strong technical aptitude; able to learn quickly and demonstrate attention to detail, analytical thinking, patience, and active listening.
- Experience collaborating with cross-functional technical teams such as Product, Engineering, or QA.
- Experience supporting and troubleshooting web-based SaaS applications.
- Experience with CRM or help desk platforms such as Salesforce Service Cloud, Zendesk, or similar.
- Exposure to AI tools and desire to leverage them to enhance product management practices and product capabilities.
Nice To Haves
- Understanding of clinical workflows in long-term care or medical facilities (preferred, not required).
- Familiarity with diagnostic or observability tools and techniques used to resolve customer issues.
Responsibilities
- Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications.
- Develop 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 support customer satisfaction and timely issue resolution.
- Use and contribute to the internal knowledge base to improve support efficiency.
- Meet or exceed service delivery standards and key performance indicators (KPIs).
- Document customer interactions, investigative steps, and resolutions accurately in the help desk ticketing system.
- Work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
